Customer Success Manager

ABOUT US

At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world.

Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.

Longevity Opportunity Vision Enjoy the game!

The primary function of this position is to sustain and grow existing client business through individual and team research. This role will work collaboratively with many teams to ensure the success of the client.

Responsibilities

• Serve as the main point of contact for all matters relating to the client’s existing portfolio
• Manage the sustainment and growth of a client by creating positive relationships
• Provide clients with a quarterly health check to proactively review their needs, account management, and make recommendations for improvements
• Cross-sell and upsell new business opportunities with existing clients. Maintain account records to reflect any changes
• Assists with a variety of projects as business needs dictate
• Enhances department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Qualifications & Skills

• Bachelor’s Degree or equivalent experience
• 2+ years of progressive experience
• Ability to successfully participate in projects involving cross-functional teams
• Ability to problem solve
• Experience Google Suite (Docs, Sheets, Chat, Slides, etc.)
• Clear written and verbal communication skills
• Strong customer service/interpersonal skills
• General Account Management and Marketing knowledge
• Must be able 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 a problem solver and team player
• Have a large appetite for learning, and a results oriented mindset
• Interpersonal skills to help manage
• Ability to work with minimal supervision while achieving a high degree of accuracy and meeting deadlines
• Proficiency in English and Portuguese required; Spanish proficiency preferred

Preferred

• Understanding of JIRA, Basecamp, & Confluence
• Experience using a Salesforce
• Experience with an entrepreneurial organization
• A love for video games

Benefits:

We are passionate about fostering a supportive environment for our team, so we prioritize the physical, mental, and emotional well-being of our employees and their families through a comprehensive Benefits Program. This includes 100% company-paid medical, dental, and vision plans, unlimited Flexible Time Off, and a personalized career roadmap for each employee. By investing in professional development through training and educational opportunities, we ensure that our team thrives both personally and professionally. Together, we’re not just building a business; we’re cultivating a community that values creativity, collaboration, and the transformative power of play.