Customer Success Manager - Video Games

About the role

The Customer Success Manager will drive product adoption, retention, and growth for a portfolio of mid-market clients. Working alongside Account Managers, this role focuses on enabling customers to achieve business objectives through the effective use of the Helpshift platform. The position requires a data-driven approach to deliver measurable outcomes and strategic value within a global gaming environment.

Responsibilities

• Collaborate with Account Managers to manage customer portfolios and drive renewals and growth.
• Serve as a product expert and strategic advisor for customers regarding the Helpshift platform.
• Advocate for customer needs cross-departmentally and manage issue escalations.
• Establish and track key performance indicators to demonstrate platform value to clients.
• Conduct quarterly business reviews and present actionable roadmaps to customers.
• Educate clients on technical best practices, including SDK configurations and dashboard administration.
• Execute data-driven success programs to impact product usage and customer maturity.

Required skills

• Customer Success
• Game Industry
• Project Management
• Data Analysis
• Helpshift
• Strategic Planning

About the Company

Keywords Studios is a global network of over 70 studios providing technical and creative services to the video games industry. They partner with developers across every stage of production, from early concept to live operations, to help teams scale and build player experiences.