Customer Success Manager Needed At Xsolla

We are looking for a highly motivated and strategic Customer Success Manager to join our team in the United States. In this role, you will manage a portfolio of high-value clients, ensuring their satisfaction, growth, and long-term retention. Acting as a trusted advisor, you’ll be the key point of contact between our customers and internal teams, driving product adoption, identifying new business opportunities, and ensuring seamless execution of customer needs.

Responsibilities:

• Build and nurture strategic relationships with a portfolio of major clients to ensure satisfaction, retention, and growth.
• Understand customer goals and business needs through in-depth discovery and regular communication, ensuring our solutions align with their objectives.
• Propose new products, features, and solutions to drive customer value and support their ongoing success.
• Act as the voice of the customer internally, liaising with product, sales, and support teams to ensure timely and accurate delivery of customer requests.
• Own the execution of customer deliverables, ensuring internal stakeholders are aligned and accountable.
• Resolve issues and manage escalations with professionalism, protecting the integrity of the relationship.
• Conduct regular Business Reviews to assess customer health, review progress toward objectives, and gather actionable feedback.
• Identify and support upsell and expansion opportunities, contributing to revenue growth through long-term relationship development.
• Track and analyze customer success metrics to generate actionable insights and report on customer performance at a senior level.

Requirements:

• Bachelor’s Degree or equivalent experience
• Proven experience in Customer Success, Account Management, or related client-facing roles..
• Must be able to immediately handle a significant workload and effectively prioritize projects with a high degree of autonomy.
• Strong ability to build relationships and influence stakeholders at all levels, both externally and internally.
• Excellent communication, presentation, and problem-solving skills.
• Must be able to communicate clearly and professionally with global clients and internal teams.
• Comfortable working cross-functionally with product, engineering, and sales teams.
• Data-driven mindset with experience in analyzing metrics and translating them into business outcomes.
• Proactive, detail-oriented, and highly organized with a strong sense of ownership and accountability.
• Understanding of JIRA & Confluence
• Experience using Salesforce
• Experience in gaming industry is a huge plus.