[Remote] Manager, Customer Success at Keywords Studios

Katowice, Silesian Voivodeship, Poland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, TechnologyIndustries

Requirements

8+ years' experience helping Enterprise and Mid-Market customers reach their goals, while surpassing your teams’ measures of success in the process
Managed a team of Customer Success Managers globally
Managed a team responsible for Onboarding
Adapt quickly and thrive in a fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
Able to navigate an Enterprise organization’s political landscape to develop and expand relationships at all levels while driving large-scale, highly visible, strategic initiatives for customers
Experience working on SaaS products
Bonus: Master's degree or equivalent experience

Responsibilities

Build strong executive and business user relationships with Helpshift’s customers
Work with a global CSM team, Onboarding team and collaborate with the Operations teams that provide customer support to clients using Helpshift
Partner with Account Managers and Operations Managers on value creation to successfully renew and grow the customer
Own the customer journey from Onboarding and identify areas of improvement to continuously improve time to onboard, value delivered post onboarding to drive growth, increase retention and optimize client engagement
Work with the teams to establish critical goals or other key performance indicators that aid them in achieving their goals, increasing renewals and reducing churn
Be the Helpshift product expert representing Voice of the customer to shape product vision and work closely with Product and Engineering teams to drive product adoption
Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed
Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary

Skills

Customer Success

Onboarding

CSM

Account Management

Operations Management

AI Platforms

Automation

Data Analysis

Executive Relationships

Client Support

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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