Customer Success Manager

**ABOUT US**
At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world.
Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.
**L**ongevity** O**pportunity** V**ision** E**njoy the game
ABOUT THIS ROLE
We are looking for a highly motivated and strategic **Customer Success Manager** to join our team. 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.
**KEY RESPONSIBILITIES**:
- ** 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.
**REQUIREMENTS**:
- Proven experience in Customer Success, Account Management, or related client-facing roles, ideally with enterprise or strategic accounts.
- Strong ability to build relationships and influence stakeholders at all levels, both externally and internally.
- Excellent communication, presentation, and problem-solving skills.
- English speaking skills - Advanced or higher (C1/C2 level); 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.
- Experience in SaaS, gaming or fintech s a 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.
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.

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