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 team 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 45000 - 60000 £ 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, focusing on mobile.
- Understand each partner’s business goals through structured discovery sessions and continuous dialogue.
- Build tailored growth plans for each partner, outlining clear objectives, key initiatives, and milestones.
- 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.
- Risk Management & Escalations
- Maintain a forward-looking view of each partner’s health, identifying risks early.
- Own escalation management with urgency and professionalism.
- Resolve issues with composure and high emotional intelligence.
- Operational Excellence
- Own end-to-end execution of partner deliverables.
- Serve as a proactive partner advocate internally.
- Coordinate cross-functional delivery of client requests.
- Maintain accurate and up-to-date records of all partner interactions.
- Revenue Growth
- Identify and support upsell and expansion opportunities.
- Track and analyse customer success metrics across the portfolio.
- Essential
- 3+ years in Customer Success, Account Management, or a related client-facing role.
- Experience in working with mobile studios is essential.
- Proactive, solutions-oriented mindset.
- Ability to manage a complex, high-demand portfolio.
- Strong cross-functional collaboration skills.
- Data-driven approach to relationship management.
- High emotional intelligence.
- Based in Europe, with the ability to travel for client meetings.
- Preferred
- Experience working with international enterprise clients.
- Proficient in Salesforce; familiarity with JIRA and Confluence.
- Executive-level communication and presence.
- Work with top-tier gaming and mobile clients across the UK and internationally.
- A dynamic, collaborative team culture that values innovation.
- Continuous learning and growth opportunities within a global organisation.
- Remote-friendly setup with flexibility to work across time zones.
- Opportunity to represent the company at major gaming industry events.
Customer Success Manager in Lisbon 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Lisbon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xsolla. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xsolla before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Lisbon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xsolla:Your cover letter is your chance to shine! Tell us why you want to work at Xsolla specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xsolla!
How to prepare for a job interview at Xsolla
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
