xsolla - Customer Success Manager

London, United Kingdom / Lisbon / Berlin, Germany / France / Barcelona3w ago

In Office Mid EMEA Gaming Customer Success Manager CXO Account Manager Salesforce Confluence Jira Customer Success Account Management

Requirements

• 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. • 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.

Responsibilities

• Strategic Relationship Management • 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. • 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.

Benefits

• 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).