Remote Customer Success Manager - Video Games - Remote in Middlesbrough

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.

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.