Customer Success Manager – Video Games

🕒 May 12

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• 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

🎯 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