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 integral 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 OverviewThe 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 responsibilitiesLeadershipCollaborate 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 growthBe the Helpshift product expert from the business user perspective, becoming a trusted,



strategic advisor for your customersAdvocate for customer needs cross-departmentally and manage issue escalation to the development team as neededCommunicationWork 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 organizationJointly with your AMs, create and present quarterly business review to your customersCommunicate your technical knowledge of Helpshift's platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administrationAnalyticsExecute 1:many success programs to impact target customers facilitated by data and maturity of their product usageUse a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and KeywordsPrepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quartersBusinessSupport 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 opportunitiesManage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessaryRequirements3+ years of experience supporting Game Industry customersExperience managing 30-40 SMB and mid-market customers simultaneouslyStrong team player with high EQ and a customer-obsessed mindsetStrong critical thinking, problem-solving, and project management skillsCommercial awareness and business creativity, with a process-driven and execution-oriented approachData-driven mindset with high attention to detail and ability to act as a trusted advisor for customersAbility to work through ambiguity and adapt quickly in a fast-paced, growing, and deadline-driven environmentExcellent written and verbal communication skills#J-18808-Ljbffr

📌 Customer Success Manager - Video Games - Remote (Madrid)
🏢 Keywords Studios
📍 Madrid