Opportunity at
Keywords Studios PlcCustomer Success Manager - Video Games
Keywords Studios Plc is searching for a Customer Success Manager to join its global network, which has operated since 1998 to provide technical and creative solutions…
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About This Role
Keywords Studios Plc is searching for a Customer Success Manager to join its global network, which has operated since 1998 to provide technical and creative solutions to the video game industry. Operating within the Engage service area, this full-time permanent position functions under a remote working pattern. This professional will handle a portfolio of mid-market and SMB gaming clients, guiding them on product adoption and player engagement strategies using the…
Job Description
Keywords Studios Plc is searching for a Customer Success Manager to join its global network, which has operated since 1998 to provide technical and creative solutions to the video game industry. Operating within the Engage service area, this full-time permanent position functions under a remote working pattern.
This professional will handle a portfolio of mid-market and SMB gaming clients, guiding them on product adoption and player engagement strategies using the Helpshift platform. The role suits individuals who can balance multiple client relationships concurrently, think critically through ambiguity, and partner closely with Account Managers to drive client retention, contract renewals, and account expansion.
Key duties involve acting as a product expert, leading quarterly business reviews, tracking usage metrics to execute one-to-many success programs, and advocating for customer requirements across internal departments. Candidates must possess professional resilience, strong commercial awareness, and excellent communication skills to thrive in a fast-paced environment where priority requests may occasionally occur outside standard business hours.
The hiring process consists of an initial application screening, an introductory discussion with a Talent Acquisition Specialist, an interview with the Hiring Manager, and a final panel interview with members of the hiring team. All recruitment stages are conducted online.
Responsibilities
- Partner with Account Managers to oversee a portfolio of mid-market and SMB clients focused on retention and account expansion.
- Serve as the primary Helpshift product expert and strategic advisor for assigned accounts.
- Collaborate with customers to define performance indicators and key business goals.
- Prepare and deliver quarterly business reviews alongside Account Managers.
- Educate clients regarding dashboard administration, SDK configurations, and platform best practices.
- Execute data-informed, one-to-many success programs aligned with product usage maturity.
- Advocate for customer requirements internally and manage issue escalations to development teams.
- Manage multiple customer accounts simultaneously and respond to high-priority inquiries during evenings or weekends when required.
Requirements
- Minimum of 3 years of professional experience supporting clients in the gaming industry.
- Demonstrated experience managing between 30 and 40 SMB and mid-market accounts simultaneously.
- High emotional intelligence and a customer-focused mindset.
- Strong critical thinking, problem-solving, and project management abilities.
- Data-driven mindset with high attention to detail.
- Commercial awareness and a process-driven approach to execution.
- Ability to adapt quickly and navigate ambiguity in a fast-paced, deadline-driven setting.
- Excellent written and verbal communication skills.
- Self-motivation with the ability to operate effectively in a remote work environment.
Core Skills
Frequently Asked Questions
Is this position remote?
Yes, the job operates on a full-time, permanent basis with a remote working pattern, and the recruitment process is also fully online.
What experience is required for this role?
Candidates must have at least 3 years of experience supporting customers within the game industry, alongside experience managing 30 to 40 SMB and mid-market accounts simultaneously.
What is the salary for this position?
The source posting does not specify the salary for this role.
What does the recruitment process involve?
The hiring journey includes an initial application screening, a conversation with a Talent Acquisition Specialist, a meeting with the Hiring Manager, and a final panel interview.
Sample Interview Questions
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