Customer Success Manager - Video Games - Remote

Ovii's Interpretation of the Role

The Customer Success Manager will drive adoption, retention, and growth for mid‑market video‑game clients by acting as a strategic advisor on the Helpshift platform. The role is fully remote, requires strong data‑driven decision‑making, and close partnership with Account Managers.

Role Snapshot

• Customer Success Management
• Mid‑market Gaming Portfolio
• Remote Collaboration
• Data‑Driven Strategy
• Cross‑functional Advocacy

Must-Have Requirements

• Customer Success Management
• Account Management
• Data Analysis
• Project Management
• Helpshift platform expertise
• Strong written and verbal communication
• Problem solving
• Business acumen
• Gaming industry knowledge
• supporting game industry customers
• managing 30‑40 SMB/mid‑market accounts

Nice-to-Have Signals

• Willingness to travel as required

Work Setup

• Location: Poland
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Poland
• Travel: Willingness to travel as required
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Relocation
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Partner with Account Managers to drive renewals, upsells, and overall account growth.
• Serve as the Helpshift product expert and trusted strategic advisor for each client.
• Create and present quarterly business reviews, highlighting KPIs and roadmap actions.
• Run data‑driven success programs and produce post‑meeting reports with clear next steps.
• Advocate for customer needs across departments and manage issue escalations.
• Oversee onboarding, ongoing support, and upsell opportunities throughout the contract lifecycle.
• Manage multiple mid‑market gaming accounts, responding to high‑priority inquiries, including evenings/weekends.
• Travel when required to meet customers or support initiatives.

Good Fit If You Have

• Experience supporting game‑industry customers.
• Comfort handling 30‑40 SMB/mid‑market accounts simultaneously.
• High EQ and customer‑obsessed mindset.
• Proven ability to thrive in a fast‑paced, remote environment.