Keywords Studios
Video Games
CustomerSuccessManager-VideoGames-Remote
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“Customer Success Manager - Video Games - Remote at Keywords Studios. Skills: Customer Success Management, Product Adoption, Customer Retention, Account Growth, Strategic Advising. Driving product adoption. Supporting customer retention and growth”
What You'll Achieve.
Driving successful customer renewal and account growth; Achieve their business objectives; Delivering measurable outcomes; Deliver consistent value for both customers and Keywords; Achieving their goals and demonstrating the value of Helpshift to their organization
Industry & Context.
Critical thinking; Problem-solving; Ability to work through ambiguity
Willingness to travel as required, Respond as needed to high priority client inquiries throughout the day, evening, and weekend when necessary
What They're Looking For.
Must Have
3+ years of experience supporting Game Industry customers, Experience managing 30–40 SMB and mid-market customers simultaneously, team player with high EQ and a customer-obsessed mindset, 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
What You'll Do.
Driving product adoption
Supporting customer retention and growth
Enabling customers to achieve business objectives through effective use of the Helpshift platform
Delivering measurable outcomes through a data-driven and strategic approach
Collaborating with Account Managers
strategic advisor for customers
Advocating for customer needs cross-departmentally
Managing issue escalation
Establishing critical goals and KPIs with customers
Presenting quarterly business reviews
Educating clients on best practices regarding SDK configurations
Key features and internal Dashboard administration
Executing 1:many success programs
Preparing post-meeting reports
Serving as the customer’s advocate throughout the contract lifecycle
Managing several projects and customers at one time
Responding to high priority client inquiries
How You'll Work.
Team & Collaboration
Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation; Advocate for customer needs cross-departmentally; Cross-functional collaboration across diverse teams and cultures
Communication Scope
Excellent written and verbal communication skills; Communicate your technical knowledge of Helpshift’s platform educating clients on best practices
Process & Methodology
Project management skills, Manage several projects and customers at one time
Full Job Description
At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into **world-class support for the creators who shape the industry. Since 1998** , we’ve grown into a **global network of 70+ studios, partnering with the biggest names in gaming** across every stage of development — from early concept to launch and live operations. Our goal is simple: to be the **go-to global platform** for technical and creative services in the video games industry. We help teams stay agile, scale quickly, and focus on building unforgettable player experiences. With deep expertise across our industry-leading service lines and a worldwide team of specialists, we work side by side with our clients as their trusted partner, providing the talent, technology, and reach needed to bring great games to life. If you’re passionate about **driving customer success and delivering measurable impact** , we’d love to hear from you. Join us and help our partners unlock the full value of their player engagement strategies! **Role overview** 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: ### Leadership * Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with th
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