Customer Success Manager

ABOUT YOU

We are looking for a Customer Success Manager who is executive-level communicator, deeply relationship-driven, and solutions-oriented to join our Customer Success team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to build and nurture deep strategic partnerships with clients, serve as a trusted advisor at the executive level, and drive measurable partner growth and retention.

Strong executive communication skills, emotional intelligence, and a data-driven approach to relationship management is essential, along with experience in Customer Success, Account Management, or senior client-facing roles managing accounts. The ability to manage a complex, high-demand portfolio with autonomy, navigate high-pressure escalations with composure, and drive cross-functional alignment will be key to your success in this role.

If you're passionate about building long-term strategic partnerships and delivering measurable value to clients and love supporting developers and publishers in scaling their business through seamless, trusted partnerships we would love to hear from you!

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.

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• Serve as a trusted, consultative partner to clients post-sale, ensuring they achieve measurable value and success with the organization's products and services.
• Maintain a deep understanding of clients' industries, business objectives, and market challenges to provide relevant recommendations and insights.
• Assist in client onboarding, product implementation, and training to ensure a smooth and effective customer experience.
• Proactively engage with clients to ensure product or service functionality, identify potential issues early, and provide solutions that maximize satisfaction.
• Collaborate cross-functionally with sales, marketing, product, and technical teams to align on client goals and ensure consistent delivery of service.
• Track key success metrics, such as client engagement, adoption rates, renewals, and churn, to measure and drive customer health and satisfaction.
• Identify opportunities for client growth, including up-sell and cross-sell potential, by aligning product capabilities with customer needs.
• Conduct regular business reviews with clients to evaluate performance outcomes, gather feedback, and recommend enhancements.
• Develop and maintain documentation for client accounts, including activity records, success plans, and performance summaries.
• Act as a client advocate within the organization, communicating feedback to improve product features, services, and support.
• Stay current with industry trends and product developments to serve as a knowledgeable resource for clients.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred.
• 3-5 years of experience in customer success, account management, or client services, preferably in a SaaS or technology-driven environment.
• Proven ability to manage customer relationships and deliver measurable results in retention and satisfaction.
• Strong communication, interpersonal, and presentation skills.
• Analytical mindset with experience using customer success metrics and tools to measure engagement and performance.
• Proficiency with CRM and customer success software (e.g., Salesforce, Gainsight, Hub Spot, Churn Zero).
• Excellent problem-solving skills and ability to anticipate client needs.
• Strong organizational skills with the ability to manage multiple clients and priorities simultaneously.
• Collaborative and customer-oriented mindset with a passion for driving client success.

$75,000 - $90,000 a year

We are passionate about fostering a supportive environment for our team, so we prioritize the physical, mental, and emotional well-being of our employees and their families through a comprehensive Benefits Program. This includes 100% company-paid medical, dental, and vision plans, unlimited Flexible Time Off, and a personalized career roadmap for each employee. By investing in professional development through training and educational opportunities, we ensure that our team thrives both personally and professionally.

Together, we're not just building a business; we're cultivating a…