Customer Success Manager

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
• Self-motivated and able to operate effectively in a remote environment
• Willingness to travel as required

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.