Customer Success Manager - Video Games - Remote

The Customer Success Manager will be responsible for driving product adoption and supporting customer retention and growth across a portfolio of mid-market clients. Working in close partnership with Account Managers, this role focuses on enabling customers to achieve their business objectives through effective use of the Helpshift platform, delivering measurable outcomes through a data-driven and strategic approach. As part of a global organization, the role requires strong cross-functional collaboration across diverse teams and cultures. The ideal candidate brings demonstrated experience supporting mid-size global gaming companies, combining strong business acumen, critical thinking, and a data-informed mindset to deliver consistent value for both customers and Keywords.

Key responsibilities:

Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with the joint goal of driving successful customer renewal and account growth

Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers

Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed

Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals and demonstrating the value of Helpshift to their organization

Jointly with your AMs, create and present quarterly business review to your customers

Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administration

Execute 1:many success programs to impact target customers facilitated by data and maturity of their product usage

Use a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and Keywords

Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quarters

Support the AM's commercial objectives by serving as the customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities

Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Screening stage – We begin with an initial review of applications to assess alignment with the role.

Interview with a Talent Acquisition Specialist – Selected candidates are invited to a conversation with our Talent Acquisition team to discuss experience, motivation, and role expectations.

Interview with the Hiring Manager – If your profile moves forward, you’ll be invited to meet with the Hiring Manager to discuss the role and your experience in more detail.

Panel interview – The final stage is a panel interview with members of the hiring team, giving you the opportunity to meet potential colleagues and further explore the role.

We aim to keep the process transparent and supportive at every step. We appreciate your interest in the role and look forward to getting to know you better throughout the process.

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

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By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice .

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Role Information: EN

Studio: Keywords Studios

Location: Europe

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote