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.
Key Responsibilities
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 & EscalationsMaintain 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 ExcellenceOwn 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 GrowthIdentify 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.
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.
PreferredExperience 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.
Why Join Us
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).
Skills Required
- 3+ years in Customer Success, Account Management, or related client-facing role managing high-value accounts
- Experience working with mobile studios including monetisation models, UA economics, live ops, and mobile platform ecosystems
- Proactive, solutions-oriented mindset with ability to identify risks early and mitigate them
- Ability to manage a complex, high-demand portfolio with autonomy, ownership, and organisational rigour
- Strong cross-functional collaboration skills across product, engineering, sales, and support
- Data-driven approach to relationship management; translate customer health metrics and KPIs into actionable insights
- High emotional intelligence; skilled at navigating difficult conversations and de-escalating high-pressure situations
- Based in Europe with 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 and influence C-suite stakeholders
Xsolla Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Xsolla and has not been reviewed or approved by Xsolla.
-
Fair & Transparent Compensation — Pay is considered fair or good in many cases, with mentions of high salary or being paid well in certain roles and markets. Market-aligned ranges for several U.S. roles indicate base pay is not out of step with peers.
-
Healthcare Strength — Health coverage is described as comprehensive for full-time employees and families, with employer-paid medical, dental, and vision noted in some U.S. postings. Positive remarks on medical coverage appear on dedicated benefits pages.
-
Leave & Time Off Breadth — Flexible or unlimited paid time off is repeatedly highlighted, alongside parental leave and remote or hybrid flexibility. These elements contribute to an overall package that many view as solid.
Xsolla Insights
What We Do
Xsolla's video game business engine helps game developers and publishers operate more efficiently and sell more games. Serving only the video game industry, Xsolla caters to businesses from indie to enterprise, with solutions that solve the complexities of distribution, marketing, and monetization so developers, publishers, and platform partners. Our goal is to increase your audience, sales and revenue. Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation.
