About this role.
Keywords Studios is seeking a Customer Success Manager to drive product adoption and retention for mid-market gaming clients using the Helpshift platform. The role involves collaborating with Account Managers, conducting quarterly business reviews, and serving as a trusted strategic advisor. The ideal candidate has 3+ years of gaming industry experience and can manage 30-40 SMB/mid-market customers simultaneously. This position requires a data-driven mindset, strong communication skills, and the ability to handle high-priority inquiries across time zones.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am thrilled to apply for the Customer Success Manager position at Keywords Studios. With over 3 years of experience supporting mid-size gaming companies, I have developed a deep understanding of player engagement strategies and the unique challenges faced by game developers. My background includes driving product adoption, conducting quarterly business reviews, and acting as a trusted advisor to ensure customer success and retention.
I am particularly drawn to this role because it combines my passion for gaming with my data-driven approach to customer success. In my previous role, I successfully managed a portfolio of 30-40 clients, improving renewal rates by 20% through personalized onboarding and proactive engagement. I am confident that my communication skills, high EQ, and project management expertise will allow me to thrive in this fast-paced, cross-functional environment.
I would welcome the opportunity to contribute to Keywords Studios' mission of delivering world-class support to gaming creators. Thank you for considering my application.
Sincerely,
[Your Name]
Sample interview questions
I would start by conducting a deep-dive onboarding session to understand their business goals and current pain points. Then, I would analyze their product usage data to identify specific features or workflows they are not fully leveraging. Based on that, I would create a tailored success plan with clear KPIs and schedule regular check-ins to track progress and demonstrate value early on.
In my previous role, a client was frustrated with response times and threatened to churn. I immediately took ownership, investigated the root cause, and coordinated with the technical team to resolve the issue. I maintained transparent communication with the client throughout, and after the resolution, I implemented a proactive monitoring system to prevent recurrence. The client not only stayed but renewed at a higher tier.
I prioritize based on customer health scores and revenue impact, using a segmentation approach. I dedicate more time to at-risk or high-value accounts while automating routine touchpoints for others. For example, I use a mix of 1:many webinars and 1:1 QBRs to scale my efforts. I also set aside time each week for proactive check-ins, ensuring no customer is neglected.
I would track metrics like Daily Active Users (DAU), session length, and in-game purchase behavior for each client. This data helps me identify adoption trends and potential gaps. For instance, if a client's players aren't using a new feature, I can create targeted training or recommend configuration changes. I would also benchmark against industry standards to set realistic goals and showcase ROI in QBRs.
I would hold weekly alignment meetings with the AM to review account health, upcoming renewals, and expansion opportunities. My focus is ensuring customers achieve their goals and see value, while the AM identifies upsell/expansion potential based on my insights. By sharing QBR data and success stories, we can create a unified strategy that positions new features or services as solutions to the customer's evolving needs.
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.
If you’re passionate about driving customer success and delivering measurable impact, we’d love to hear from you. Join us and help our partners unlock the full value of their player engagement strategies!
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
- 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.
Phases of our recruitment journey:
- Screening stage – We begin with an initial review of applications to assess alignment with the role.
- Interview with a Talent Acquisition Specialist – Selected candidates are invited to a conversation with our Talent Acquisition team to discuss experience, motivation, and role expectations.
- Interview with the Hiring Manager – If your profile moves forward, you’ll be invited to meet with the Hiring Manager to discuss the role and your experience in more detail.
- Panel interview – The final stage is a panel interview with members of the hiring team, giving you the opportunity to meet potential colleagues and further explore the role.
We aim to keep the process transparent and supportive at every step. We appreciate your interest in the role and look forward to getting to know you better throughout the process.
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you’re interested in joining our team, we highly encourage you to apply.
That would be it from us – now we are waiting for your move!
#imaginemore
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
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Role Information: EN
Studio: Keywords Studios
Location: Europe
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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