What are the responsibilities and job description for the Customer Success Manager position at Xsolla?
We are looking for a highly motivated and strategic Customer Success Manager to join our team. 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.
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Build and nurture strategic relationships with a portfolio of major clients to ensure satisfaction, retention, and growth.
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Understand customer goals and business needs through in-depth discovery and regular communication, ensuring our solutions align with their objectives.
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Propose new products, features, and solutions to drive customer value and support their ongoing success.
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Act as the voice of the customer internally, liaising with product, sales, and support teams to ensure timely and accurate delivery of customer requests.
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Own the execution of customer deliverables, ensuring internal stakeholders are aligned and accountable.
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Resolve issues and manage escalations with professionalism, protecting the integrity of the relationship.
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Conduct regular Business Reviews to assess customer health, review progress toward objectives, and gather actionable feedback.
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Identify and support upsell and expansion opportunities, contributing to revenue growth through long-term relationship development.
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Track and analyze customer success metrics to generate actionable insights and report on customer performance at a senior level.
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Proven 1-2 years of experience in Customer Success, Account Management, or related client-facing roles
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Strong ability to build relationships and influence stakeholders at all levels, both externally and internally.
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Excellent communication, presentation, and problem-solving skills.
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English speaking skills – Proficiency / Advanced; must be able to communicate clearly and professionally with global clients and internal teams.
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Comfortable working cross-functionally with product, engineering, and sales teams.
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Data-driven mindset with experience in analyzing metrics and translating them into business outcomes.
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Proactive, detail-oriented, and highly organized with a strong sense of ownership and accountability.
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Experience in industry, e.g., gaming, SaaS, fintech is a plus.
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Opportunity to work with top-tier clients and make a measurable impact.
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A dynamic, collaborative team culture that values innovation and initiative.
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Continuous learning and growth opportunities within a global organization.