FirstLook Solutions Architect | Customer Success
Summary
Customer-facing Solutions Architect at Pragma & FirstLook (game backend platform and player CRM): splits time between pre-sale work (demos, technical discovery, custom solution design for strategic studio deals) and post-sale ownership of enterprise accounts, driving onboarding, renewals, and expansion. Remote role for candidates in Europe or North America with 6+ years in solutions/account roles.
About Pragma & FirstLook
Pragma & FirstLook are building the modern operating system for game development, trusted by over 2,000 game studios, including Square Enix, Sony, EA, Krafton, Scopely, Brain Jar Games, and more.
Pragma Engine is the game industry leading backend - cross-platform authentication, social, commerce, player data, matchmaking, telemetry, and more. Works as your backend or with your existing backend.
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. We've onboarded millions of players and power community growth for 2,000+ studios.
You'll be joining a deeply experienced team who have scaled some of the largest games in the world, including League of Legends and Destiny 2. Our team also brings platform experience from Google, Twitch, Amazon, and Microsoft.
We are a Series B company backed by globally renowned technology investors, including Greylock, Insight Partners, and Upfront Ventures.
Location: Remote, based in Europe or North America
Coverage: Strategic accounts across North America and Europe, with APAC support during overlapping hours
Employment: Full time
About the Role
We're looking for a FirstLook Solutions Architect as part of the Customer Success team to work with our largest and most strategic studio and publisher partners across North America and Europe. This is a hybrid role. Half of it is pre-sale: partnering with our sales team on in-depth demos, discovery, proposals, and custom solutions for strategic deals. The other half is post-sale: owning a portfolio of enterprise accounts, making sure they get real value from FirstLook, and growing those relationships through new licenses, add-ons, and campaigns.
Our enterprise customers rarely buy something off the shelf. They run white label playtests, managed creator programs, paid player acquisition campaigns, and custom integrations. You'll be the person who figures out what a studio actually needs, designs a solution that fits, helps close it, and then makes sure it delivers. This is a high-ownership role on a small team, with a direct line to leadership and product.
What You'll Do
Solutions & Strategic Deals
- 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
Customer Success & Account Growth
- 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
Team & Scale
- 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
Requirements
Experience
- 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
Skills
- 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
Location & Logistics
- Full time, remote, based in Europe or North America
- Coverage of strategic accounts across North America and Europe, with support for APAC accounts during overlapping hours
- Willing to work across time zones and travel to industry events and customer sites
- Competitive compensation, including variable compensation tied to account growth. Benefits vary by country and employment arrangement
