Customer Success Manager

ABOUT US

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.

For more information, visit xsolla.com.

ABOUT YOU

We are looking for a highly motivated and strategic Customer Success Manager to join our team in the United States. In this role, you will manage a portfolio of high-value clients, ensuring their satisfaction, growth, and long-term retention. Acting as a trusted advisor, you’ll be the key point of contact between our customers and internal teams, driving product adoption, identifying new business opportunities, and ensuring seamless execution of customer needs.

• Build and nurture strategic relationships with a portfolio of major clients to ensure satisfaction, retention, and growth.
• Understand customer goals and business needs through in-depth discovery and regular communication, ensuring our solutions align with their objectives.
• Propose new products, features, and solutions to drive customer value and support their ongoing success.
• Act as the voice of the customer internally, liaising with product, sales, and support teams to ensure timely and accurate delivery of customer requests.
• Own the execution of customer deliverables, ensuring internal stakeholders are aligned and accountable.
• Resolve issues and manage escalations with professionalism, protecting the integrity of the relationship.
• Conduct regular Business Reviews to assess customer health, review progress toward objectives, and gather actionable feedback.
• Identify and support upsell and expansion opportunities, contributing to revenue growth through long-term relationship development.
• Track and analyze customer success metrics to generate actionable insights and report on customer performance at a senior level.

• Bachelor’s Degree or equivalent experience
• Proven experience in Customer Success, Account Management, or related client-facing roles..  
• Must be able to immediately handle a significant workload and effectively prioritize projects with a high degree of autonomy.
• Strong ability to build relationships and influence stakeholders at all levels, both externally and internally.  
• Excellent communication, presentation, and problem-solving skills.  
• Must be able to communicate clearly and professionally with global clients and internal teams.  
• Comfortable working cross-functionally with product, engineering, and sales teams.  
• Data-driven mindset with experience in analyzing metrics and translating them into business outcomes.  
• Proactive, detail-oriented, and highly organized with a strong sense of ownership and accountability.  
• Understanding of JIRA & Confluence
• Experience using Salesforce
• Experience in gaming industry is a huge plus.  

The duties and responsibilities of this position may evolve over time to support the organization’s goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.

By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially.

Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.

For any inquiries related to data privacy, please contact: [email protected]

Explore more opportunities at: https://xsolla.com/careers

Xsolla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Longevity Opportunity Vision Enjoy the game!