Customer Success Manager

Xsolla is a global leader in video game e-commerce, providing comprehensive solutions to game developers and publishers. The company empowers creators by simplifying global distribution, marketing, and monetization to foster the success of the gaming industry.

• Build and nurture deep strategic relationships with a portfolio of gaming clients, serving as their trusted advisor and primary executive point of contact;
• Understand partner business goals through structured discovery sessions and continuous dialogue;
• Build tailored growth plans for each partner to drive sustained account expansion;
• Conduct Business Reviews to assess partner health, review KPI progress, and surface strategic insights;
• Propose new products, features, and solutions that drive measurable value;
• Identify risks and friction points early and drive internal action to resolve them;
• Own escalation management, deploying rapid response to protect the relationship;
• Resolve issues with emotional intelligence, navigating difficult conversations and high-pressure situations;
• Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned;
• Serve as a proactive partner advocate internally, representing the voice of the customer across product, sales, engineering, and support teams;
• Coordinate cross-functional delivery of client requests;
• Maintain accurate records of partner interactions, health signals, and opportunities;
• Identify and support upsell and expansion opportunities to contribute to revenue growth;
• Track and analyze customer success metrics, translating data into strategic recommendations for senior leadership.

• 3+ Years in Customer Success, Account Management, or a related client-facing role managing high-value accounts;
• Experience working with mobile studios, including understanding of monetization models, UA economics, live ops, and mobile platform ecosystems;
• Proactive, solutions-oriented mindset with the ability to identify risks early and act decisively;
• Ability to manage a complex, high-demand portfolio with autonomy, ownership, and organizational rigor;
• Strong cross-functional collaboration skills;
• Data-driven approach to relationship management;
• High emotional intelligence for navigating difficult conversations and high-pressure situations;
• Based in Europe with the ability to travel for client meetings and industry events;
• Nice to have: Experience working with international enterprise clients across multiple markets, proficiency in Salesforce, familiarity with JIRA and Confluence, executive-level communication and presence.

• Work with top-tier gaming and mobile clients;
• Dynamic, collaborative team culture;
• Continuous learning and growth opportunities within a global organization;
• Flexibility to work across time zones;
• Opportunity to represent the company at major gaming industry events.