Customer Success Manager - Video Games - Remote

At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into world-class support for the creators who shape the industry.

Join us as a Customer Success Manager and help our partners unlock the full value of their player engagement strategies!

Role Overview The Customer Success Manager will drive product adoption and support customer retention and growth across a portfolio of mid-market clients. Working closely 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.

Key Responsibilities:

• Collaborate with Account Managers to manage a portfolio of customers and partner on value creation
• Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for customers
• Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed
• Work with customers to establish critical goals and key performance indicators
• Create and present quarterly business reviews to customers
• Communicate technical knowledge of Helpshift's platform to educate clients on best practices
• Execute success programs to impact target customers using data and maturity of product usage
• Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap
• Support Account Managers' commercial objectives by serving as the customer's advocate throughout the contract lifecycle
• Manage multiple projects and customers simultaneously, responding to high-priority client inquiries as needed

Requirements:

• 3+ years of experience supporting Game Industry customers
• Experience managing 30-40 SMB and mid-market customers simultaneously
• Strong team player with high EQ and a customer-obsessed mindset
• Strong critical thinking, problem-solving, and project management skills
• Commercial awareness and business creativity, with a process-driven and execution-oriented approach
• Data-driven mindset with high attention to detail and ability to act as a trusted advisor for customers
• Ability to work through ambiguity and adapt quickly in a fast-paced, growing, and deadline-driven environment
• Excellent written and verbal communication skills
• Self-motivated and able to operate effectively in a remote environment
• Willingness to travel as required