OLIVER SMITH
Vancouver
Summary
Accomplished professional with expertise in customer success and developer engagement, adept at driving product adoption and building vibrant developer communities. Proven ability to manage complex technical challenges and foster collaboration across teams.
Overview
10
10
years of professional experience
Work History
Principal Customer Success Manager
Pragma Platform Canada Inc
10.2025 - Current
- Developed customer onboarding processes to enhance user experience and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently and effectively.
- Analyzed customer feedback to identify trends, informing product improvements and service enhancements.
- Established strong relationships with clients, ensuring satisfaction and loyalty through proactive communication.
- Engineered custom services for customers to utilise in their games.
- Overhauled Live Operations systems and processes.
Senior Customer Success Manager
Pragma Platform Canada Inc
08.2025 - 10.2025
- Coached junior colleagues on how best to handle challenging situations involving clients or prospects.
- Managed customer onboarding, training, and support processes to ensure successful product adoption.
- Provided technical guidance on new feature releases and updates to ensure smooth transition for customers.
- Resolved escalated cases from other members of the team as well as Live Incidents for customers launched games.
- Drove adoption of new processes and tools for customer and ticket management.
- Resolved technical customer issues, creating bespoke code solutions for their needs.
Senior Customer Success Manager
Working for Pragma Platform, Employed Through EOR Rippling Canada Services Inc.
01.2025 - 08.2025
- Coached junior colleagues on how best to handle challenging situations involving clients or prospects.
- Managed customer onboarding, training, and support processes to ensure successful product adoption.
- Provided technical guidance on new feature releases and updates to ensure smooth transition for customers.
- Resolved escalated cases from other members of the team as well as Live Incidents for customers launched games.
- Drove adoption of new processes and tools for customer and ticket management.
- Resolved technical customer issues, creating bespoke code solutions for their needs.
Senior Customer Success Manager
Working for Pragma Platform, Employed Through EOR Oyster HR Inc
02.2024 - 12.2024
- Coached junior colleagues on how best to handle challenging situations involving clients or prospects.
- Managed customer onboarding, training, and support processes to ensure successful product adoption.
- Provided technical guidance on new feature releases and updates to ensure smooth transition for customers.
- Resolved escalated cases from other members of the team as well as Live Incidents for customers launched games.
- Drove adoption of new processes and tools for customer and ticket management.
- Resolved technical customer issues, creating bespoke code solutions for their needs.
Principal: Developer Engagement
AccelByte Canada Inc
07.2023 - 12.2024
- Built and executed Business Plan for a Freemium SaaS model Gaming Backend
- Evangelised the Games Backend technology to a variety of Indie, AA and AAA Games Developers
- Coordinated Product Engineering Teams to deliver targeted improvements to 'AGS Starter' Self-Service and overall Customer Experience
- Curated a Developer Community across Forums, Discord, in-person events and other online spaces
- Doubled Customer Engagement and Signups in a 5 month period.
- Proven track record of converting in-person meetings to signed customers at both Free and Premium tiers
Developer Support Manager
AccelByte Canada Inc
03.2023 - 07.2023
- Designed KPI's, built Tools to track and present their success, and ensured Stakeholder buy-in across the company
- Brought the team to achieving all agreed KPI's within 1 month, including meeting and exceeding our SLA's on all customer support tickets
- Consistently praised by Customers on the teams attitude, response time and technical knowledge
- Provided guidance and mentorship to junior team members in order to enhance their skillset and career growth
- Provided technical support and customer service to end users, utilising problem solving skills to resolve complex customer inquires efficiently and in a timely manner
Senior Developer Partner Manager
AccelByte Canada Inc
12.2022 - 03.2023
- Built and led a globally diverse team of 6 DPM's, managing 40+ customer accounts
- Consistently received high praise and ratings from customers for my actions and those of my team
- Supported the Sales Team in prospect calls with service demonstrations and answering in-depth technical and business related questions
- Created the first Customer Success group within AccelByte
- Advocated for our Customers internally whilst setting clear expectations with Customers
- Supported my team in their growth and career journey, whilst encouraging them to leverage eachothers talents
Consultant - Senior Developer Partner Manager
Oliver V Smith Consulting (Consultant for AccelByte)
03.2022 - 12.2022
- Built and led a globally diverse team of 6 DPM's, managing 40+ customer accounts
- Consistently received high praise and ratings from customers for my actions and those of my team
- Supported the Sales Team in prospect calls with service demonstrations and answering in-depth technical and business related questions
- Created the first Customer Success group within AccelByte
- Advocated for our Customers internally whilst setting clear expectations with Customers
- Supported my team in their growth and career journey, whilst encouraging them to leverage eachothers talents
Consultant - Unity Developer Consultant
Oliver V Smith Consulting (Consultant for AccelByte)
09.2021 - 02.2022
- Working remotely with global clients from a cozy corner of the Scottish Highlands, I provided experienced consulting services on all aspects of games development whilst embedding in teams from 4 to 300.
- Leading development of C# SDK's to connect with Restful API's
- Creating Tutorials and Documentation for public consumption
- Working with Third Party Clients to gather feedback and assist with integration of clients software
Studio Director
Orthrus Studios
01.2021 - 08.2021
- Founded the company in early 2017 with a focus to bring the 'AA' market back to games.
- Built a team of excellent developers.
- Sought out and delivered contracts for commercial and third-sector clients.
- These titles include 'The Legacy', 'Swipe: The Big Data Show', 'Wiggeldi' and 'Atomic Architects'.
- I also Secured funding through multiple rounds for our own IP 'Distant Kingdoms'.
- Worked within the Programming team on 'Heavy Lifting'/Infrastructure tasks.
- Created numerous Editor tools for daily use by the Design, Art and Programming teams.
- Created and iterated upon Design Concepts.
- Managed external relations with Clients/Publisher.
Director
Orthrus Studios
01.2017 - 12.2020
- Founded the company in early 2017 with a focus to bring the 'AA' market back to games.
- Built a team of excellent developers.
- Sought out and delivered contracts for commercial and third-sector clients.
- These titles include 'The Legacy', 'Swipe: The Big Data Show', 'Wiggeldi' and 'Atomic Architects'.
- I also Secured funding through multiple rounds for our own IP 'Distant Kingdoms'.
- Worked within the Programming team on 'Heavy Lifting'/Infrastructure tasks.
- Created numerous Editor tools for daily use by the Design, Art and Programming teams.
- Created and iterated upon Design Concepts.
- Managed external relations with Clients/Publisher.
Researcher
Abertay University
05.2016 - 09.2016
Education
1st Bachelor of Arts With Honours (B.A. Hons) - Game Design and Production Management
University of Abertay Dundee
Dundee, Scotland05.2017
Skills
- Game Design
- Technical Problem Solving/Solutioning
- Customer Success
- Team Mentoring
- Leadership
- Strategic Thinking
- Software Development (C#, Kotlin)
- Customer account management
Hobbies and Interests
Avid Theatre Goer (Musicals in particular), Dog Lover, Singing, Sci Fi/Fantasy, Building Lego, Strategy/4X and Builder Games, Travelling, Short Films (BAFTA Nominated)
Published Academic Papers
The Gamification of Cybersecurity Training (2017), Available upon request
Website, Portfolio and Profiles
- Website: www.olivervsmith.com
- Twitter: @OliverVSmith
Languages
English
Native or Bilingual
Timeline
Principal Customer Success Manager
Pragma Platform Canada Inc
10.2025 - Current
Senior Customer Success Manager
Pragma Platform Canada Inc
08.2025 - 10.2025
Senior Customer Success Manager
Working for Pragma Platform, Employed Through EOR Rippling Canada Services Inc.
01.2025 - 08.2025
Senior Customer Success Manager
Working for Pragma Platform, Employed Through EOR Oyster HR Inc
02.2024 - 12.2024
Principal: Developer Engagement
AccelByte Canada Inc
07.2023 - 12.2024
Developer Support Manager
AccelByte Canada Inc
03.2023 - 07.2023
Senior Developer Partner Manager
AccelByte Canada Inc
12.2022 - 03.2023
Consultant - Senior Developer Partner Manager
Oliver V Smith Consulting (Consultant for AccelByte)
03.2022 - 12.2022
Consultant - Unity Developer Consultant
Oliver V Smith Consulting (Consultant for AccelByte)
09.2021 - 02.2022
Studio Director
Orthrus Studios
01.2021 - 08.2021
Director
Orthrus Studios
01.2017 - 12.2020
Researcher
Abertay University
05.2016 - 09.2016
1st Bachelor of Arts With Honours (B.A. Hons) - Game Design and Production Management
University of Abertay Dundee