GGWP

Director of Customer Success

GGWP

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $200,000 - $220,000 per year

Job Level

Lead

About the role

  • 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

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer communication skillsexecutive presencecross-functional coordinationcustomer relationship managementstakeholder alignmentproactive conversation facilitationtraining and adoption facilitationfeedback synthesiscommunity-buildingincident trend identification