FirstLook Solutions Architect | Customer Success
Job description
A FirstLook Solutions Architect on the Customer Success team, working with strategic studio and publisher partners across North America and Europe. The role is split between pre-sale solution design and post-sale ownership of enterprise accounts.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Europe, North America
- Languages
- English
What you'll do
- Partner with sales on strategic opportunities, leading in-depth demos, technical discovery, and solution design
- Scope and build proposals for custom solutions, including white label playtests, managed creator programs, player acquisition campaigns, and integrations
- Translate studio goals into practical plans with clear deliverables, timelines, and success metrics
- Act as the technical and product expert in deal cycles, answering complex questions and handling objections
- Ensure a smooth handoff from sale to onboarding so nothing gets lost between the deal and delivery
- Own relationships with a portfolio of strategic enterprise studios and publishers
- Lead onboarding, success planning, and regular business reviews tied to measurable outcomes
- Drive expansion through additional licenses, add-ons, and campaigns, and own renewals for your accounts
- Identify opportunities to grow within studios and publishers, working with sales to reach new teams and titles
- Monitor account health and usage, flag risks early, and own the follow-through
- Bring structured customer feedback and product needs to Product and Engineering
- Help shape how we deliver custom solutions as the business grows, turning repeat work into repeatable playbooks
- Support and backstop teammates on strategic accounts, and help support APAC accounts during overlapping hours
- Keep account plans, opportunities, and next steps current in our CRM
What we're looking for
- 6+ years in account management, solutions engineering, partnerships, or business development, ideally at a platform or SaaS company serving game studios or publishers
- Track record of managing large, complex accounts and growing them commercially
- Experience designing and selling custom or consultative solutions, not just standard packages
- Experience owning commercial conversations, including proposals, pricing, renewals, and expansion
- Strong technical fluency: you can learn a product deeply, understand integrations and data flows, and explain them clearly to technical and non-technical audiences
- Equally comfortable in a technical deep dive with a studio's engineering team and in a commercial conversation with their head of marketing or publishing
- Organized and self-directed: you can juggle several strategic accounts and live deals at once without dropping either
- Excellent written and verbal communication in English
Nice to have
- Existing relationships with game studios and publishers in North America or Europe
- Background in player acquisition, playtesting, creator or influencer programs, community platforms, payments, or e-commerce for games
- Experience at a games platform or marketplace working directly with publisher partners
- Additional European or Asian language skills
Your team
Customer Success
A small team with a direct line to leadership and product
Benefits
- Competitive compensation, including variable compensation tied to account growth
Benefits vary by country and employment arrangement
Apply
About Pragma
Building the modern operating system for game development
Pragma & FirstLook are building the modern operating system for game development, trusted by over 2,000 game studios. Pragma Engine is the game industry leading backend - cross-platform authentication, social, commerce, player data, matchmaking, telemetry, and more. FirstLook (including creators.gg and player.gg) is the industry leading Player CRM that helps studios and publishers onboard, understand, and retain their players throughout a game's entire lifecycle - from first playtest to live operations.
Key facts
- Trusted by over 2,000 game studios
- Onboarded millions of players and power community growth for 2,000+ studios
- Series B company backed by Greylock, Insight Partners, and Upfront Ventures
- Team has scaled some of the largest games in the world, including League of Legends and Destiny 2
- Team brings platform experience from Google, Twitch, Amazon, and Microsoft
Partners & customers