Director of Customer Success

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.

• 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

• 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
  

• 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

• 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

• Strong retention and expansion across large accounts
• Customers view GGWP as a trusted operational partner, not just a vendor
• Issues are surfaced early and handled proactively
• Product teams receive clear, actionable feedback grounded in customer reality
• Customer Success scales through programs, not heroics

Required

• 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
  

Preferred

• 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

Level & Growth

• Director level and opportunity to scale the CS team and function as the company grows
• Hands-on ownership of key accounts is expected initially