Director of Customer Success

GGWP

About The Position

GGWP builds AI-powered systems that help games and online communities stay safe, healthy, and scalable. Our platform supports real-time moderation, sentiment and behavior analysis, and operational tooling used by leading studios and platforms worldwide. We work closely with customers operating live, player-facing systems where trust, reliability, and outcomes matter. We’re looking for a Director of Customer Success to own customer outcomes across GGWP’s largest and most strategic accounts. This is a hands-on leadership role. You will personally manage key customers, establish success motions, and build the foundations for a scalable Customer Success function. While the role is customer-facing, it also owns program-level thinking, ensuring that smaller titles and long-tail customers are supported through repeatable processes. You will work closely with Solutions, Product, and Sales and serve as the primary post-sale owner of customer relationships.

Requirements

8+ years in Customer Success, Account Management, or related roles
Experience owning enterprise or strategic customer relationships
Strong executive presence and customer communication skills
Comfort operating hands-on in early-stage or scaling environments
Ability to coordinate cross-functional teams around customer outcome

Nice To Haves

Experience with B2B SaaS, gaming platforms, or trust & safety products
Familiarity with AI, data-driven products, or moderation workflows
Experience building CS programs and processes from scratch
Background working with live services or high-availability systems

Responsibilities

Account Ownership & Relationship Management
Own onboarding for new customers (non-technical), in close partnership with Solutions
Establish and maintain regular account management cadences
Lead success planning per account, aligned to customer goals and use cases
Own renewals and expansion planning in partnership with Sales
Conduct executive check-ins and stakeholder alignment conversations
Track SLAs and lead escalations to resolution
Proactive Value Delivery
Develop and maintain customer health scoring and churn risk signals
Identify incident trends and patterns that inform proactive conversations
Lead proactive model tuning and optimization discussions with customers
Conduct release, season, or launch impact reviews tied to game context
Deliver model explainability and transparency walkthroughs for enterprise customers
Train new customer teams and roles to drive adoption
Product Feedback & Optimization
Serve as the primary conduit for customer feedback into Product
Conduct churn post-mortems and synthesize learnings
Provide structured feedback on policies, workflows, and moderation operations
Surface label drift, data quality issues, and workflow change signals
Support lifecycle expansion strategies across products and use cases
Advocacy & Strategic Partnership
Identify and cultivate customer champions
Support reference programs, testimonials, and case studies with Marketing
Contribute to customer community-building efforts
Provide competitive context and product positioning guidance to customers
Share regulatory, safety, and industry trend updates as a trusted advisor
Maintain awareness of customer business context, including seasons and launches