Customer Success Manager – Video Games

📋 Description

• Work closely with the Account Manager (AM) to oversee a customer portfolio and collaborate on value generation, aiming for successful customer renewals and account expansion.

• Serve as the Helpshift product authority from the business user's standpoint, becoming a reliable and strategic advisor for your clients.

• Champion customer needs across departments and manage the escalation of issues to the development team when necessary.

• Collaborate with clients to set essential goals or key performance indicators that assist them in achieving their objectives and showcasing the value of Helpshift within their organizations.

• Together with your AMs, develop and deliver quarterly business reviews to your clients.

• Convey your technical expertise regarding Helpshift’s platform, educating clients on best practices for SDK configurations, key features, and internal dashboard management.

• Implement 1:many success initiatives to positively influence target customers, leveraging data and product usage maturity.

• Utilize a blend of data and personal experiences to navigate uncertainties and produce outcomes that benefit both clients and Keywords.

• Compile post-meeting reports following quarterly business reviews, outlining clear action items that shape the customer roadmap for upcoming quarters.

• Assist the AM's commercial goals by acting as the customer’s advocate throughout the entire contract lifecycle, from successfully completing the onboarding process to identifying and developing upsell opportunities.

• Oversee multiple projects and customers simultaneously, responding promptly to high-priority client inquiries throughout the day, evening, and weekends as needed.

⛳️ Requirements

• Over 3 years of experience supporting clients in the Game Industry.

• Proven experience managing 30–40 SMB and mid-market customers concurrently.

• Strong team player with a high emotional quotient and a customer-centric approach.

• Excellent critical thinking, problem-solving, and project management abilities.

• Commercial awareness and business innovation, paired with a process-oriented and execution-focused mindset.

• Data-driven approach with meticulous attention to detail and the capability to serve as a trusted advisor for customers.

• Proficient in navigating ambiguity and adapting swiftly in a dynamic, fast-paced, and deadline-sensitive environment.

• Outstanding written and verbal communication skills.

• Self-driven and capable of effectively functioning in a remote work setting.

• Willingness to travel as necessary.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Engaging and inclusive company culture.