Customer Success Manager - Video Games - Remote

Keywords Studios Plc; España; Remote; EUR 45,000 - 65,000; Full time

Job summary

Keywords Studios Plc is hiring a Customer Success Manager to drive product adoption and retention across mid-market gaming clients. You will partner with Account Managers to deliver measurable outcomes via Helpshift, leveraging cross-functional teams and data-driven strategies to maximize customer value.

The role focuses on enabling customers to achieve business objectives, managing multiple accounts, and advocating for customer needs through a global organization.

Qualifications

• 3+ years supporting Game Industry customers.
• Experience managing 30-40 SMB and mid-market customers simultaneously.
• Strong EQ and customer-obsessed mindset.
• Proven critical thinking, problem-solving and project management skills.
• Commercial awareness and business creativity with execution focus.
• Data-driven mindset with high attention to detail.
• Excellent written and verbal communication abilities.

Responsibilities

• Collaborate with Account Manager to drive renewal and growth.
• Be the Helpshift product expert from the business user perspective.
• Advocate for customer needs across departments and manage escalations.
• Establish goals and KPIs to demonstrate value of Helpshift.
• Prepare quarterly business reviews and action plans.

Skills

Experience in game industry

Portfolio management

Customer advocacy

Critical thinking

Project management

Data-driven mindset

Communication skills

Ambiguity management

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.

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 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

Communication

• 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

Analytics

• 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

Business

• 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