At a Glance
- Tasks: Manage relationships with mobile gaming clients and drive their success through tailored strategies.
- Company: Xsolla, a global leader in video game e-commerce, empowering creators.
- Benefits: Remote-friendly work, dynamic culture, and opportunities for growth in the gaming industry.
- Other info: Opportunity to represent Xsolla at major gaming events and work across international markets.
- Why this job: Make a real impact on top-tier gaming clients while working in a collaborative environment.
- Qualifications: 3+ years in Customer Success, experience with mobile studios, and strong relationship management skills.
The predicted salary is between 60000 - 75000 £ per year.
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
- 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 escape.
- Own escalation management with urgency and professionalism, deploying rapid response to protect the integrity of the relationship when issues arise.
- 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.
Requirements
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.
- 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).
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Customer Success Manager employer: Xsolla
Xsolla is an exceptional employer for those passionate about the gaming industry, offering a dynamic and collaborative work culture that values innovation and initiative. As a Customer Success Manager in the UK, you will have the opportunity to work with top-tier gaming clients, driving their growth while benefiting from continuous learning and professional development within a global organisation. With a remote-friendly setup and the chance to represent the company at major industry events, Xsolla provides a rewarding environment for meaningful and impactful work.
