Strategic Customer Success Manager

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ABOUT YOU

We are looking for a Strategic Customer Success Manager who is executive-level communicator, deeply relationship-driven, and solutions-oriented to join our Strategic Customer Success team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to build and nurture deep strategic partnerships with enterprise clients, serve as a trusted advisor at the executive level, and drive measurable partner growth and retention.

Strong executive communication skills, emotional intelligence, and a data-driven approach to relationship management is/are essential, along with experience in Strategic Customer Success, Enterprise Account Management, or senior client-facing roles managing high-value accounts. The ability to manage a complex, high-demand portfolio with autonomy, navigate high-pressure escalations with composure, and drive cross-functional alignment will be key to your success in this role.

If you're passionate about building long-term strategic partnerships and delivering measurable value to enterprise clients and love supporting developers and publishers in scaling their business through seamless, trusted partnerships we would love to hear from you!

ABOUT US

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.

For more information, visit xsolla.com.

Responsibilities:

• Build and nurture deep strategic relationships with a portfolio of VIP and enterprise-tier clients, serving as their trusted advisor and primary point of contact at the executive level.
• Understand each partner's business goals through structured discovery and continuous dialogue, ensuring our solutions consistently align with and accelerate their success.
• 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.
• Serve as a proactive partner advocate internally, ensuring the voice of the customer is represented across product, sales, engineering, and support teams.
• Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned and accountable.
• Identify and support upsell, cross-sell, and expansion opportunities, contributing to revenue growth through long-term relationship development.
• Propose new products, features, and solutions that drive measurable value, aligned to each partner's strategic objectives.
• Conduct Executive and Quarterly Business Reviews to assess partner health, review KPI progress, and surface actionable strategic insights.
• Track and analyze customer success metrics across your portfolio, translating data into strategic recommendations at a senior leadership level.
• Maintain accurate records of all partner interactions, health signals, and opportunities.

Qualifications & Skills:

• Bachelor's Degree or equivalent experience.
• 5+ years in Strategic Customer Success, Enterprise Account Management, or a related senior client-facing role managing high-value accounts.
• Executive-level communication and presence - able to engage and influence C-suite stakeholders externally and internally.
• 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 and ownership.
• 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.
• High emotional intelligence - able to navigate difficult conversations and de-escalate high-pressure situations with composure.
• Proficient in Salesforce; familiarity with JIRA & Confluence.
• Experience in the gaming industry is a strong plus.

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 Strategic 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 thisXsolla Privacy Notice for Job Applicants. Please direct any inquiries regarding your data privacy to careers@xsolla.com.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.