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

general 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.

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

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📌 Customer Success Manager - Video Games - Remote (Santiago de Compostela)
🏢 Keywords Studios
📍 Santiago de Compostela