Customer Success Manager, Partnerships

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.

 

ABOUT YOU

We are looking for a Customer Success Manager at junior level to join our APAC Partnerships team in Vladivostok. You will work side by side with our HQ and APAC Customer Success Managers, supporting the day-to-day success of the Traffic Source Partners we onboard — affiliates, media partners, creator networks, and publishers who drive players to the web shops we operate for game developers.

The centre of gravity of this role is account management operations, and in particular partner payouts: making sure every partner is set up correctly, that their performance data is accurate, that their payout is calculated, documented, approved and paid on time, and that any discrepancy is chased down and closed. It is detailed work that partners feel immediately — getting it right is how trust in the programme gets built.

This is an entry-level position with real ownership from day one. Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn. If you are organised, comfortable with numbers, enjoy being the reliable person other teams can count on, and want to learn the commercial side of the games industry from the inside, we would love to hear from you.

RESPONSIBILITIES

Partner payouts & account operations (primary)

• Own the recurring payout cycle for onboarded Traffic Source Partners: collect and validate performance data, prepare payout calculations against agreed commercial terms (revenue share, CPA, fixed fee, bonuses), and submit them for approval.

• Work with Finance, Legal, and Partnerships to make sure each partner's invoicing, tax, and banking documentation is complete and current before payment.

• Investigate and resolve payout discrepancies — missing conversions, mismatched reporting periods, currency and FX questions, adjustments and clawbacks — and communicate the outcome clearly to the partner.

• Maintain accurate partner records: contacts, contract terms, payout schedules, tracking setup, and account status in CRM (Salesforce) and internal trackers.

• Produce recurring reporting: weekly partner status, monthly payout reconciliation, and inputs for quarterly business reviews.

Customer success support

• Support the HQ and APAC CSM team on standard customer success duties across the partner portfolio — meeting preparation, follow-ups, action-item tracking, and documentation.

• Help onboard new Traffic Source Partners: account setup, documentation, tracking-link setup, first campaign, and first payout.

• Act as first-line responder for partner questions, escalating technical issues to Engineering and commercial questions to the account owner.

• Monitor partner performance dashboards and proactively flag anomalies — traffic drops, conversion drops, stalled integrations, unpaid balances — before they become escalations.

• Act as the voice of the partner internally, liaising with Product, Engineering, Design, BD, and Support so requests are delivered accurately and on time.

Ways of working

• Coordinate across time zones with HQ, APAC Partnerships, and regional teams.

• Keep process documentation, decision logs, and onboarding notes current in Confluence; track work in Jira.

• Spot the repetitive parts of the payout and reporting process and propose ways to simplify or automate them.

REQUIREMENTS

• 1–4 years of experience in customer success, account management, partner or affiliate operations, ad operations, finance operations, or a comparable client-facing or operational role. Fresh graduates with the right attitude are welcome.

• Fluent in English; you will work in English daily with HQ and APAC colleagues and partners.

• Strong numeracy and confident spreadsheet skills (Google Sheets / Excel: lookups, pivot tables, reconciliation).

• Exceptional attention to detail. This role touches money movement; accuracy matters more than speed.

• Highly organised and self-directed — able to run a recurring process on a calendar without being chased.

• Clear written communicator, able to explain a payout calculation or a tracking issue in plain language to a partner or a teammate.

• Comfortable working across APAC and HQ time zones and in a fast-paced environment where priorities shift.

• Based in, or willing to relocate to, Vladivostok for an onsite role.

NICE TO HAVE

• Exposure to affiliate marketing, performance marketing, ad networks, or creator and influencer programmes.

• Familiarity with CRM tooling (Salesforce), Jira and Confluence, or BI dashboards.

• Basic understanding of invoicing, VAT or withholding tax, and cross-border payment flows.

• Interest in the gaming industry, payments and fintech, or B2B SaaS.

• Additional languages relevant to APAC coverage (Korean, Chinese, Japanese).

• Any prior experience in coordination, support, operations, or student project lead roles.

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, 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.