Customer Success Manager

ABOUT YOU

We are looking for an Customer Success Manager who is client-focused, consultative, and results-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 manage post-sale client relationships while driving adoption, value realization, and long-term customer success.

Strong customer success expertise, relationship management skills, and analytical thinking are essential, along with experience in supporting onboarding, implementations, and ongoing client engagement. The ability to manage work of increasing complexity, exercise sound judgment, and collaborate effectively with cross-functional partners will be key to your success in this role.

If you’re passionate about helping customers achieve measurable outcomes, strengthening long-term partnerships, and growing your impact in customer success, 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.

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
  

Qualifications

• ● 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