Customer Success Manager
Xsolla is a video game commerce company that provides a suite of tools and services—including merchant of record payment processing, tax management, fraud prevention, compliance, refunds, dispute management, and end-user support—to help game developers and publishers launch, grow, and monetize their games globally. It serves video game developers, publishers, and studios of all sizes across global and regional markets.
About Xsolla
Xsolla connects the tools, systems, payments, and web shops used by the video games industry, positioning itself as a global merchant of record supporting over 1,000 payment methods and a cumulative audience of 50 million, with transaction fees around 5%. Its services include tax management, fraud monitoring and prevention, global and regional regulatory compliance, refund and dispute management, and end-user payment support. Xsolla's product lineup includes the Xsolla SDK for native in-app payments on side-loaded apps and alternative app stores, a Buy Button enabling link-out purchases from iOS mobile games in the U.S., and Web Shop for building customized, direct-to-consumer game storefronts. The company works with major gaming industry partners and clients such as Mytona, Ubisoft, MARVEL SNAP, and others, and highlights partner success stories, industry events, and its own culture and hiring initiatives on its site.
Skills
About the Role
You will act as a post-sale consultative partner to your assigned clients, ensuring a positive and value-driven customer experience. You will manage ongoing client relationships to maximize adoption and benefit of products or services, while maintaining a working knowledge of client industries, products, and market roles. You will support product recommendations, client onboarding, new-client implementations, and training activities. You will proactively engage with clients to ensure products or services function as intended and deliver expected value, monitor and analyze customer success metrics, and identify risks and opportunities within client accounts. You will collaborate with sales, support, training, and professional services teams, and document client interactions, outcomes, and action plans in customer success systems.
Requirements
- Bachelor's degree in Business, Marketing, Communications, or a related field (or international equivalent)
- 4+ years of relevant professional experience in customer success, account management, or client services
- Solid understanding of customer lifecycle management and post-sale engagement strategies
- Strong communication, consultative, and relationship-building skills
- Ability to analyze customer data and translate insights into action
- Strong organizational skills and ability to manage multiple client priorities
- Collaborative mindset with experience working cross-functionally
- Demonstrated ability to work with moderate supervision and increasing autonomy
Responsibilities
- Act as a post-sale consultative partner to assigned clients to ensure a positive and value-driven customer experience
- Manage ongoing client relationships to maximize adoption and benefit of products or services
- Maintain working knowledge of client industries, products, and market roles
- Support product recommendations, client onboarding, new-client implementations, and training activities
- Proactively engage with clients to ensure products or services are functioning as intended and delivering expected value
- Monitor and analyze customer success metrics such as engagement scores, adoption trends, and churn indicators
- Identify risks and opportunities within client accounts and recommend appropriate actions
- Collaborate with sales, support, training, and professional services teams to support client success
- Document client interactions, outcomes, and action plans in customer success systems
- Manage assigned work under moderate supervision with some latitude for independent judgment