GGWP

Compensation

Full Description

About GGWP 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. The Role 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. 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 What Success Looks Like 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 Qualifications 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