GGWP

Customer Success Manager

• 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

Director of Customer Success

Chief Marketing Officer

• Own conference selection and calendar (e.g., GDC, Gamescom/Devcom, and other key events)
• Define event strategies aligned to key accounts and pipeline goals
• Lead talks, panels, booths, meetings, and on-site content
• Drive post-event recaps and live/social amplification
• Lead customer announcements and press releases as buyer proof
• Coordinate closely with execs and internal teams on launches and messaging
• Build thought leadership across trust & safety, gaming, and AI
• Own content marketing (blogs, guides, explainers) tied to buyer education
• Shape timely commentary on industry and policy news
• Secure podcasts, panels, and expert appearances
• Own analyst relations at a program level
• Lead partner and co-marketing initiatives
• Own messaging frameworks, editorial cadence, and posting workflows
• Guide email nurture, website funnel priorities, SEO direction, and owned channels

Director of Customer Success

Director of Marketing