Senior Customer Success Manager

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 mínimal 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.