Customer Success Manager

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 looking for a highly motivated, strategically minded Customer Success Manager to join our team in the UK, bringing deep expertise in the gaming industry, with a focus on mobile. In this role, you will manage a portfolio of mobile publishers, studios, and platforms — serving as their trusted advisor and primary executive point of contact. You will drive product adoption, identify growth opportunities, and ensure seamless execution of client needs, all while acting as the connective tissue between your partners and our internal product, engineering, sales, and support teams.

• Build and nurture deep strategic relationships with a portfolio of gaming clients, with the focus on mobile, serving as their trusted advisor and primary executive point of contact.

• Understand each partner’s business goals through structured discovery sessions and continuous dialogue, ensuring our solutions consistently align with and accelerate their success.

• Build tailored growth plans for each partner, outlining clear objectives, key initiatives, and milestones to drive sustained account expansion.

• Conduct Business Reviews to assess partner health, review KPI progress, and surface actionable strategic insights.

• Propose new products, features, and solutions that drive measurable value, tailored to each partner’s strategic objectives in the mobile and gaming landscape.

Risk Management & Escalations

• Maintain a forward-looking view of each partner’s health — identifying risks and friction points early and driving swift internal action to resolve them before they escalate.

• Own escalation management with urgency and professionalism, deploying rapid response to protect the integrity of the relationship when issues arise.

• Resolve issues with composure and high emotional intelligence, navigating difficult conversations and high-pressure situations effectively.

Operational Excellence

• Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned and accountable at every stage.

• Serve as a proactive partner advocate internally, ensuring the voice of the customer is represented across product, sales, engineering, and support teams.

• Coordinate cross-functional delivery of client requests, maintaining full transparency and alignment between all internal teams.

• Maintain accurate and up-to-date records of all partner interactions, health signals, and opportunities.

Revenue Growth

• Identify and support upsell, and expansion opportunities, contributing to revenue growth through long-term relationship development.

• Track and analyse customer success metrics across portfolio, translating data into strategic recommendations presented at senior leadership level.

Essential

• 3+ years in Customer Success, Account Management, or a related client-facing role managing high-value accounts.

• Experience in working with mobile studios is essential — understanding of monetisation models, UA economics, live ops, and mobile platform ecosystems.

• Proactive, solutions-oriented mindset with a demonstrated ability to identify risks early and act decisively to mitigate them.

• Ability to manage a complex, high-demand portfolio with a high degree of autonomy, ownership, and organisational rigour.

• Strong cross-functional collaboration skills across product, engineering, sales, and support teams.

• Data-driven approach to relationship management — able to translate customer health metrics and KPIs into actionable insights and business outcomes.

• High emotional intelligence — skilled at navigating difficult conversations and de-escalating high-pressure situations with composure.

• Based in Europe, with the ability to travel for client meetings and industry events as needed.

Preferred

• Experience working with international enterprise clients across multiple markets.

• Proficient in Salesforce; familiarity with JIRA and Confluence.

• Executive-level communication and presence — able to engage, influence, and build credibility with C-suite stakeholders both externally and internally.

• Work with top-tier gaming and mobile clients across the UK and internationally, making a measurable impact on their growth.

• A dynamic, collaborative team culture that values innovation, initiative, and deep domain expertise.

• Continuous learning and growth opportunities within a global organisation operating at the forefront of the gaming industry.

• Remote-friendly setup with the flexibility to work effectively across time zones.

• Opportunity to represent the company at major gaming industry events (Gamescom, Pocket Gamer Connects, GDC, and more).