Senior Customer Success Manager

As a Senior Customer Success Manager at Xsolla, your primary responsibilities will include developing trust with a portfolio of major clients, understanding and addressing their unique needs, and expanding existing relationships by proposing new products that meet their objectives. You will also serve as the main point of communication between clients and internal teams, resolve customer issues, and play a key role in generating new sales opportunities that foster long-term partnerships.

To qualify for the Senior Customer Success Manager role at Xsolla, candidates should possess at least 2 years of proven experience as a Key Account Manager, with a strong emphasis on upselling and providing client-focused solutions. Other essential skills include excellent communication abilities, strong organizational skills, proficiency with tools like JIRA and Salesforce, and a proactive mindset capable of handling significant workloads with minimal supervision.

At Xsolla, professional development is a cornerstone of our company culture. As a Senior Customer Success Manager, you will benefit from a personalized career roadmap aligned with your goals and those of the company. We encourage continuous learning through in-house training sessions, conference attendance, and opportunities to pursue higher education, ensuring that you stay at the forefront of industry trends and practices.

As a Senior Customer Success Manager at Xsolla, you will have the opportunity to work with a diverse portfolio of clients, including major gaming titles such as Valve, Twitch, Ubisoft, and Epic Games, as well as emerging developers across the globe. This role will provide you with the chance to engage with some of the most significant players in the gaming industry, helping them navigate their unique challenges in gaming commerce.

Xsolla offers a comprehensive benefits program designed to support the physical, mental, and emotional well-being of our employees. For Senior Customer Success Managers, this includes unlimited Flexible Time Off, 28 paid holidays each year, and resources focused on professional development, ensuring you have a balanced and fulfilling work-life experience.

When prioritizing tasks as a Senior Customer Success Manager, I focus on understanding the urgency and impact of each task. I categorize them based on client needs, deadlines, and potential revenue impact, utilizing tools and methods such as prioritization matrices to visualize and manage my workload effectively.

In a past role, a client was unhappy with a product's performance. I actively listened to their concerns, empathized with their situation, and gathered the necessary information to resolve the issue quickly. By implementing their feedback into our service, I not only resolved the conflict but significantly strengthened the relationship.

Building trust with clients involves consistent communication, transparency, and delivering results. I ensure I regularly check in with clients, provide updates on progress, and follow through on commitments, fostering a sense of reliability and partnership that encourages open and honest communication.

When dealing with difficult clients, I approach the situation with empathy and patience. I listen to their concerns without interruption, validate their feelings, and then work collaboratively on solutions. My goal is to turn their frustration into satisfaction through responsiveness and effective problem-solving.

Key metrics for measuring customer success include Net Promoter Score (NPS), customer satisfaction ratings, retention rates, and upsell conversion rates. These metrics provide valuable insights into client satisfaction and the overall effectiveness of our products and services.

My approach to new client onboarding involves a thorough needs analysis upfront to understand their goals and expectations. I ensure to create a customized onboarding plan, provide regular updates, and maintain open channels of communication throughout the entire process to ensure a positive and seamless experience.

Client feedback is vital in shaping our strategies, products, and services. I actively solicit feedback during business reviews and incorporate it into our workflows and offerings, ensuring our solutions evolve in alignment with client needs and preferences.

I stay updated with industry trends by subscribing to leading publications, attending relevant conferences, and participating in professional networks. Engaging with peers and industry leaders allows me to bring fresh insights and innovative strategies to my role.

In my previous role, I identified additional services that could add value to an existing client. By presenting a tailored proposal based on their needs and demonstrating potential ROI, I successfully expanded our relationship and increased revenue significantly.

One of the biggest challenges Customer Success Managers face today is the rapid pace of technological change. Staying aligned with evolving client expectations and product developments requires agility and a proactive approach to continuous learning and adaptation.