Senior Customer Success Manager
Job Summary
Job Description
As a Senior Customer Success Manager at Xsolla, you'll build strong client relationships, ensuring they maximize the value of Xsolla's solutions. This strategic role demands relationship management, technical understanding, and a commitment to customer satisfaction. You'll work with major gaming industry clients, proposing new solutions, serving as a communication link between clients and internal teams, resolving issues, generating new sales, conducting regular business reviews, and analyzing success metrics. The position involves working with product teams, understanding client needs, and overcoming objections to win stakeholder support. You'll be a key advocate for Xsolla's clients, helping them achieve their business goals and contributing to shaping the future of gaming commerce.
Must have:
- Develop strong client relationships
- Understand client needs and requirements
- Propose new solutions and upsells
- Excellent communication and interpersonal skills
- Strong problem-solving and negotiation skills
- Experience with JIRA, Salesforce, Google Suites
Perks:
- Unlimited Flexible Time Off
- 28 paid holidays
- Personalized career roadmap
- In-house training and development opportunities
3 skills required
Job Details
Are you passionate about building meaningful relationships and driving success for clients? We are seeking a passionate and experienced Senior Customer Success Manager to join our dynamic team. In this role, you will serve as the primary advocate for our clients, ensuring they maximize the value of Xsolla’s solutions to achieve their business goals. This is a strategic, client-facing position that requires a blend of relationship management, technical understanding, and a deep commitment to customer satisfaction.
This is a unique opportunity to work with some of the biggest names in the gaming industry, empower developers of all sizes, and be part of shaping the future of gaming commerce.
RESPONSIBILITIES
- Develop trust relationships with a portfolio of major clients.
- Acquire a thorough understanding of key customer needs and requirements.
- Expand the relationships with existing customers by continuously proposing new product and solutions that meet their objectives.
- Serve as the link of communication between key customers and internal teams.
- Work with product teams to ensure the requests are delivered to customers in a timely manner.
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
- Play an integral part in generating new sales that will turn into long-lasting relationships.
- Prepare and held Business Reviews on a regular basis to proactively review customer needs and ask for feedback.
- Analyze customer success metrics and providing senior-level reporting and insights.
REQUIREMENTS
- +2 years of proven experience as Key Account Manager Experience in upsells and providing solutions based on customer needs.
- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all company levels.
- Strong English speaking/writing skills (Upper-Intermediate or above).
- Excellent organizational skills; - Ability in problem-solving and negotiation.
- Ability to immediately handle a significant workload and effectively prioritize projects with a high degree of autonomy.
- Effective time management skills and excellent attention to detail.
- Ability to understand client needs and translate it into business offerings.
- Ability to overcome tough objections and win the support of key stakeholders.
- Must be proactive.
- Have a large appetite for learning, and a results oriented mindset.
- Ability to work with minimal supervision while achieving a high degree of accuracy and meeting deadlines.
- Experience in using JIRA (or other Atlassian products), Salesforce, Google Suites.
At Xsolla, we are passionate about providing a conducive environment for our team to thrive personally and professionally. Our Benefits Program caters to the physical, mental, and emotional well-being of our full-time employees.
Understanding the detrimental effects of burnout, we offer unlimited Flexible Time Off and 28 paid holidays each year. Personal and professional development is a cornerstone of our ethos at Xsolla. Each employee has a personalized career roadmap, developed in partnership with their manager, aligning individual and company goals. We support this growth through in-house training, independent study, conference attendance, and higher education opportunities.
About company
Xsolla is a global video game commerce company with a robust and powerful set of tools and services designed specifically for the video game industry. Since its founding in 2005, Xsolla has helped thousands of game developers and publishers of all sizes fund, market, launch and monetize their games globally and across multiple platforms. As an innovative leader in game commerce, Xsolla’s mission is to solve the inherent complexities of global distribution, marketing, and monetization to help our partners reach more geographies, generate more revenue and create relationships with gamers worldwide.
Headquartered and incorporated in Los Angeles, California, with offices in Berlin, Seoul, Beijing, Kuala Lumpur, and cities around the world, Xsolla supports major gaming titles like Valve, Twitch, Roblox, Ubisoft, Epic Games, KRAFTON, Nexters, NetEase, Playstudios, Playrix, miHoYo, Pearl Abyss, NCSoft, and more.
By submitting the following job application form, you consent to Xsolla processing your data for career-related inquiries and potential employment opportunities. We process your data in accordance with this Xsolla Privacy Notice for Job Applicants. Please direct any inquiries regarding GDPR or CCPA to careers@xsolla.com
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About The Company
Xsolla's video game business engine helps game developers and publishers operate more efficiently and sell more games. Serving only the video game industry, Xsolla caters to businesses from indie to enterprise, with solutions that solve the complexities of distribution, marketing, and monetization so developers, publishers, and platform partners. Our goal is to increase your audience, sales and revenue.
Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation.
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