Customer Success Manager, Americas

Xsolla is a global leader in video game e-commerce, providing comprehensive solutions to game developers and publishers. Our mission is to empower creators by simplifying global distribution, marketing, and monetization, fostering the success of the gaming industry.

We are seeking a dynamic and results-driven Customer Success Manager to join our global team at Xsolla. The primary focus of this role is to sustain and grow existing client business through individual and collaborative efforts across various teams, ensuring the ongoing success of our clients. Join us at Xsolla Holding Company and be part of a dynamic team shaping the future of game commerce.

This role is fully remote, the chosen candidate can be located in the U.S., Canada or LATAM. We offer flexible work schedules and growth opportunities!

KEY OBJECTIVES:

As Customer Success Manager, you will be responsible for these key objectives:

Client Relationship Management:

- Serve as the main point of contact for all matters related to the client's existing portfolio

- Cultivate positive relationships with clients to manage sustainment and growth

Client Engagement:

- Conduct quarterly health checks to proactively review client needs, account management, and make recommendations for improvements

- Identify and capitalize on cross-selling and upselling opportunities with existing clients

Project Collaboration:

- Participate in various projects, collaborating with cross-functional teams to meet business needs

- Enhance the department and organization's reputation by accepting ownership of new and different requests

Additional responsibilities:

- Ensure regular partner communication; provide partners with a bi-weekly health checks 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

- Assist with a variety of projects as business needs dictate

- Enhance department and organization's position in the industry by proactively researching and taking on new and different requests; exploring opportunities to add value to job accomplishments 

• Bachelor’s Degree or equivalent experience
• 2+ years of progressive experience in customer success, account management, or a similar client-facing role
• Ability to successfully participate in projects involving cross-functional teams
• Strong problem-solving skills and the ability to overcome tough objections
• Clear written and verbal communication skills with strong customer service abilities
• Fluency in English is a must
• A proactive and autonomous work style with the ability to work on and contribute to the team
• Effective time management skills with excellent attention to detail
• Ability to handle a significant workload and prioritize projects autonomously
• Identifying growth opportunities and driving upselling initiatives
• Ability to work with analytical dataAn entrepreneurial mindset
• A strong interest in the video game industry
• Available for occasional travel to industry-specific events and Xsolla headquarters in Sherman Oaks, CA

• Understanding of JIRA, Basecamp, Confluence, Atlas
• Experience using CRM software; we use Salesforce

At Xsolla, we are passionate about providing a conducive environment for our team to thrive personally and professionally. Our comprehensive Benefits Program caters to the physical, mental, and emotional well-being of our full-time employees and their families. This includes 100% company-paid medical, dental, and vision plans, disability and life insurance, chiropractic coverage, flexible spending accounts, and a fully vested 401(k) retirement plan with a 4% company match from the start date.

Understanding the detrimental effects of burnout, we offer unlimited Flexible Time Off and 14 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 XSOLLA:

Xsolla is a global leader in video game commerce, established in 2005. Our mission is to simplify the complexities of global distribution, marketing, and monetization in the gaming industry. Headquartered in Los Angeles, California, with offices worldwide, we support major gaming titles and partners. Our deep commitment to gaming's blend of technology and artistry drives our continuous innovation and dedication to our partners' success.

PHYSICAL DEMANDS:

The role involves typical office activities such as sitting, standing, bending, lifting, and moving intermittently during working hours. These requirements can be met with or without reasonable accommodations. The responsibilities of this position are dynamic and may evolve to align with the organization's goals and objectives.

Xsolla is committed to ensuring the privacy and security of all information collected during hiring. Please direct any inquiries regarding GDPR or CCPA to careers@xsolla.com.

Longevity Opportunity Vision Enjoy the game!