Customer Success Manager, Keywords Studios
Video Games
Technical & creative services provider
Be an early applicant
Technical & creative services provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To use the passion for games, technology, and media to create a global services platform for video games.
Role
Who you are
- 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!
- 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
- 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 the job involves
- 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
- 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
- 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
- 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
- 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
Application process
- 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
- 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
Our take
Keywords Studios is an international technical service provider to the global video games industry and beyond. The company works as an external development partner for its users, enabling leading content creators and publishers to leverage Keywords' expertise and capacity across the lifecycle of interactive content. In so doing the company enables its clients who are operating in complex and fast-moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
The company has over 70 studios in 26 countries across the globe. Providing integrated art production, engineering, audio services, testing, localisation, and player support services in more than 50 languages and 16 game platforms.
With a strong market position, Keywords provides services to nearly all of the prominent gaming companies, including T2, EA, Ubisoft, and Square Enix. Keywords had also been on an acquisition spree, with its total acquisition count sitting at 60 before it was acquired by private equity firm EQT in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- Medical, dental and vision benefits
- WFH Opportunities
- Flexible working hours
- Bonus Schemes
- And More (Varies by Location)
- 25 days holiday (+ bank holidays) 🇬🇧
- Pension Scheme 🇬🇧
- Tech & Bike Schemes 🇬🇧
Company HQ
Carmanhall And Leopardstown, Dublin, Ireland
Leadership
Bertrand Bodson
(CEO)Current Non-Executive Director at Tesco and Wolters Kluwer. Co-Founder & former CEO of Bragster.com (Acquired by Guinness World Records). Previous Chief Digital & CMO at Sainsbury's, and Non-Executive Director of Electrocomponents.
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