Manager of Customer Success, Keywords Studios
$95-140k
Technical & creative services provider
Job no longer available
Technical & creative services provider
1001+ employees
Job no longer available
$95-140k
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
- The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of highly motivated CSMs
- You are high performing leader with 5+ years of managing a global team focused on client engagements
- You have 10+ years experience with a minimum of 3 years working with Enterprise or larger strategy clients
- Experience in account management or customer success
- You are comfortable speaking to technical concepts and possible solutions that generate client interest
- Willingness to travel domestically up to 25% for strategic customer engagements
- Strong attention to detail and ability to solve complex, interdependent problems
- You are data-driven and leverage data to formulate strategic recommendations
- You adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
- You are comfortable with working across multiple timezones as well as the dynamic nature of shifting priorities on a day-to-day basis
What the job involves
- We’re looking for a Technical Account Manager (TAM) to partner with our largest and most strategic accounts to ensure retention of key accounts and manage a team of globally situated Custom Success Managers
- This person own relationships with key stakeholders internally and externally, and are responsible for turning customers into long-term champions, developing product adoption strategy for their team, and providing enablement and optimization best practices, all while providing an impeccable customer experience along the way
- Leading this team will challenge your ability to context-switch from high level customer strategy to tactical account level escalations to retention opportunities on a daily basis
- Build strong executive and business user relationships not only with Helpshift’s clients but internal teams across Account management, Sales & Marketing, Operations, Product and Engineering
- Manage a team of Customer Success managers located across US, EMEA and APAC serving our Enterprise, SMB and mid-market customers around the world and ensure the overall health and satisfaction of clients in their portfolio
- Partner with Onboarding team, Operations teams and other teams involved to manage all aspects of the standalone and end to end customer lifecycle
- Build playbooks that are scalable and identify opportunities to strengthen our internal processes or increase client satisfaction
- Collaborate with product and engineering teams to advocate for client needs with supporting business case and incorporate voice of the customer into roadmap planning
- Partner with the support team and engineering to handle and mitigate escalations, as well as plan for major releases
- Collaborate with internal teams including account managers, and operations team to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning and beta launches to support product adoption and business goals
- In addition to managing the process for business reviews, you will also conduct them and work with AMs and/or OMs to support customers with establishing critical goals, or other key performance indicators that aid them in achieving their goals, drive feature adoption, ensure retention, and drive growth opportunities
- Be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with
- Support customers with questions across all product areas and utilize your technical knowledge of Helpshift’s platform to educate clients on best practices regarding SDK configurations and integrations
- Respond to customers' inquiries within 12-24 hours (by priority level) and as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary
Application process
- You send us your application with your updated resume
- After reviewing your candidacy, if your profile fits the position we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better
- For most of the projects there might be a second and/or third interview with a Team Lead or an Operations Manager
- At the end of our journey - hopefully you will receive an offer and become our new Keywordian!
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)
- Paid time off (including sick and select holidays) 🇺🇸
- 401(k) with 3% employer matching 🇺🇸
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.
Share this job
View 4 more jobs at Keywords Studios