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:
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
REQUIREMENTS
- 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
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:
PHYSICAL DEMANDS:
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!