Customer Success Manager - Video Games

Company Overview

Keywords Studios has been delivering top-tier support for game creators since 1998 through a global network of over 70 studios. Partnering with leading gaming companies, we cover every development phase from early concept design to live operations. Our mission is to be the premier global platform for technical and creative services in the video games sector, helping teams remain agile, scale efficiently, and craft memorable player experiences through expert talent and technology.

Role Summary

We seek a Customer Success Manager to lead product adoption and foster customer retention and expansion within a portfolio of mid-market clients. Working closely with Account Managers, you'll ensure customers meet their business goals using the Helpshift platform by employing a data-driven and strategic approach. Collaboration with diverse global teams is essential. Ideal candidates will have experience supporting mid-sized global gaming firms, strong business insight, analytical abilities, and a dedication to consistent value delivery for customers and Keywords Studios alike.

Responsibilities

• Partner with Account Managers to oversee a customer portfolio, focusing on value creation to drive renewals and growth.
• Serve as the Helpshift expert from a business user perspective, becoming a trusted strategic consultant for clients.
• Represent customer interests across departments and manage escalation of technical issues to development teams.
• Collaborate with customers to set key objectives and performance metrics, illustrating Helpshift's value.
• Co-develop and present quarterly business reviews in partnership with Account Managers.
• Educate clients on Helpshift platform best practices, including SDK setup, key functions, and dashboard management.
• Lead broad success initiatives targeting customers using data and product maturity insights.
• Utilize data and qualitative feedback to navigate ambiguity and produce mutually beneficial outcomes.
• Create detailed reports after quarterly reviews outlining actionable plans and customer roadmaps.
• Support commercial goals by advocating for customers throughout contracts, from onboarding to identifying upsell opportunities.
• Manage multiple projects and respond promptly to urgent client requests, including outside regular hours when needed.

Requirements

• Minimum of three years supporting clients in the gaming industry.
• Proven experience managing 30 to 40 SMB and mid-market clients concurrently.
• Strong team collaboration skills, high emotional intelligence, and a customer-focused ethos.
• Excellent critical thinking, problem-solving, and project management capabilities.
• Commercial savvy paired with business creativity and process-driven, results-oriented work style.
• Data-centric approach with keen attention to detail and trusted customer advisory skills.
• Adaptability and capability to work effectively in a fast-moving, ambiguous, and deadline-sensitive environment.
• Superior verbal and written communication skills.
• Self-driven and proficient at remote work.
• Willingness to travel as job demands.

Additional Information

Keywords Studios is committed to equal opportunity employment, fostering a workplace that values diversity and inclusion. Our recruitment process includes application screening, interviews with Talent Acquisition and Hiring Managers, and a final panel interview. The entire hiring procedure is conducted remotely, emphasizing transparency and supportiveness throughout.

By applying, candidates consent to personal data handling as per Keywords Studios' Applicant Privacy Notice.