Customer Success Manager

• Serve as a trusted, consultative partner to clients post-sale, ensuring they achieve measurable value and success with the organization’s products and services.

• Maintain a deep understanding of clients’ industries, business objectives, and market challenges to provide relevant recommendations and insights.

• Assist in client onboarding, product implementation, and training to ensure a smooth and effective customer experience.

• Proactively engage with clients to ensure product or service functionality, identify potential issues early, and provide solutions that maximize satisfaction.

• Collaborate cross-functionally with sales, marketing, product, and technical teams to align on client goals and ensure consistent delivery of service.

• Track key success metrics, such as client engagement, adoption rates, renewals, and churn, to measure and drive customer health and satisfaction.

• Identify opportunities for client growth, including up-sell and cross-sell potential, by aligning product capabilities with customer needs.

• Conduct regular business reviews with clients to evaluate performance outcomes, gather feedback, and recommend enhancements.

• Develop and maintain documentation for client accounts, including activity records, success plans, and performance summaries.

• Act as a client advocate within the organization, communicating feedback to improve product features, services, and support.

• Stay current with industry trends and product developments to serve as a knowledgeable resource for clients.

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field preferred.

• 3–5 years of experience in customer success, account management, or client services, preferably in a SaaS or technology-driven environment.

• Proven ability to manage customer relationships and deliver measurable results in retention and satisfaction.

• Strong communication, interpersonal, and presentation skills.

• Analytical mindset with experience using customer success metrics and tools to measure engagement and performance.

• Proficiency with CRM and customer success software (e.g., Salesforce, Gainsight, HubSpot, ChurnZero).

• Excellent problem-solving skills and ability to anticipate client needs.

• Strong organizational skills with the ability to manage multiple clients and priorities simultaneously.

• Collaborative and customer-oriented mindset with a passion for driving client success.

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.

Equal Employment Opportunity Statement:

Xsolla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.

We consider qualified applicants with criminal histories in accordance with the Fair Chance Act.

Criminal History Consideration:

For the Customer Success Manager role, we will conduct a background check that may include the following:

Criminal history check

Employment verification

Education verification

Relevance to Job Responsibilities:

The background check is relevant to this position because of the following role responsibilities:

Accessing confidential company data

Ensuring compliance with regulatory requirements

Rights Under the Fair Chance Act:

Applicants are encouraged to inquire about their rights under the Fair Chance Act. If you have questions regarding our hiring practices, please contact careers@xsolla.com.

By submitting the following job application form, you consent to Xsolla processing your data for career-related inquiries and potential employment opportunities. We process your data in accordance with this Xsolla Privacy Notice for Job Applicants. Please direct any inquiries regarding your data privacy to careers@xsolla.com.