Customer Success Manager - Video Games

About Keywords Studios

Keywords Studios is a global leader delivering expert technical and creative services to the video game industry. Established in 1998, we collaborate with major players across all phases of game development, from initial concept through launch and live operations. Our mission is to be the preferred worldwide platform connecting top talent, technology, and resources to empower teams to create compelling player experiences.

Role Overview

We are seeking a Customer Success Manager who will drive product adoption and foster growth within a portfolio of mid-market clients. This role partners closely with Account Managers to ensure customers realize their business goals using the Helpshift platform by applying a strategic, data-driven methodology. Effective cross-functional coordination in a global context is key. The ideal candidate has a background supporting medium-sized global gaming firms, demonstrating strong business insight, critical thinking, and data-informed decision making to consistently deliver value to clients and Keywords.

Key Responsibilities

• Work jointly with Account Managers to manage client portfolios, aiming for successful renewals and expansion of accounts through value creation.
• Act as the Helpshift platform expert for business users and a trusted strategic advisor to customers.
• Represent customer interests across departments and coordinate with development teams for issue resolution when necessary.
• Collaborate with clients to define key goals and KPIs to measure Helpshift's impact effectively.
• Co-develop and present quarterly business reviews to clients alongside Account Managers.
• Provide technical guidance on Helpshift's SDK configurations, core features, and Dashboard usage.
• Drive success programs targeted at customers based on data insights and product usage maturity.
• Utilize both quantitative data and qualitative information to navigate ambiguity and generate positive outcomes for customers and Keywords.
• Compile detailed reports after quarterly business reviews, outlining clear action plans and customer roadmaps.
• Support commercial goals by advocating for customers throughout the contract lifecycle, from onboarding to identifying upselling opportunities.
• Manage multiple client projects simultaneously, addressing urgent inquiries promptly including outside regular hours when necessary.

Candidate Requirements

• A minimum of three years' experience supporting clients in the game industry.
• Proven ability to manage 30 to 40 small to mid-market customers at once.
• Collaborative team player with high emotional intelligence and a customer-first attitude.
• Strong analytical thinking, problem-solving capabilities, and project management skills.
• Business savvy with creativity, process orientation, and execution focus.
• Data-driven approach with meticulous attention to detail, recognized as a reliable advisor by customers.
• Adept at operating under uncertainty and adjusting quickly in a dynamic, fast-paced work environment.
• Excellent communication skills, both written and verbal.
• Self-driven and proficient in working remotely.
• Willingness to travel when required.

Additional Information

Keywords Studios is committed to equal employment opportunities and welcomes applicants from diverse backgrounds. Our recruitment stages include application screening, interviews with Talent Acquisition and Hiring Managers, followed by a panel interview. The hiring process is fully virtual and candidates will be informed individually throughout.