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 build and nurture deep strategic relationships with a portfolio of gaming clients, focused on mobile, acting as their trusted advisor and primary executive point of contact. You'll run structured discovery sessions to understand each partner's business goals, craft tailored growth plans, and conduct Business Reviews to assess partner health and surface strategic insights. You'll keep a forward-looking view of partner health, spotting risks early and owning escalation management with urgency and composure. You'll drive end-to-end execution of partner deliverables, act as an internal advocate for the voice of the customer, and coordinate cross-functional delivery across product, sales, engineering, and support. You'll also identify upsell and expansion opportunities and translate customer success metrics into strategic recommendations for senior leadership.
Requirements
- 3+ years in Customer Success, Account Management, or a related client-facing role managing high-value accounts
- Experience working with mobile studios including monetisation models, UA economics, live ops, and mobile platform ecosystems
- Proactive, solutions-oriented mindset with ability to identify risks early and mitigate them
- Ability to manage a complex, high-demand portfolio with autonomy, ownership, and organisational rigour
- Strong cross-functional collaboration skills across product, engineering, sales, and support teams
- Data-driven approach to relationship management
- High emotional intelligence for navigating difficult conversations
- Based in Europe, with ability to travel for client meetings and industry events
- Experience working with international enterprise clients across multiple markets preferred
- Proficient in Salesforce; familiarity with JIRA and Confluence preferred
- Executive-level communication and presence preferred
Responsibilities
- Build and nurture deep strategic relationships with a portfolio of mobile gaming clients
- Understand each partner's business goals through structured discovery sessions and continuous dialogue
- Build tailored growth plans for each partner outlining objectives, initiatives, and milestones
- Conduct Business Reviews to assess partner health and review KPI progress
- Propose new products, features, and solutions that drive measurable value
- Maintain a forward-looking view of each partner's health and identify risks early
- Own escalation management with urgency and professionalism
- Resolve issues with composure and high emotional intelligence
- Own end-to-end execution of partner deliverables
- Serve as a proactive partner advocate internally
- Coordinate cross-functional delivery of client requests
- Maintain accurate records of partner interactions, health signals, and opportunities
- Identify and support upsell and expansion opportunities
- Track and analyse customer success metrics across portfolio
Benefits
- Remote-friendly setup with flexibility to work across time zones
- Opportunity to represent the company at major gaming industry events (Gamescom, Pocket Gamer Connects, GDC, and more)