Customer Success Lead

3 weeks ago

London UK, UK, United Kingdom Metica Full time

Company Overview


Metica is an AI-based Growth Technology Platform designed specifically for games. Our platform empowers gaming studios and publishers to drive player installs, engagement, and monetisation through advanced personalisation, optimisation, and machine learning technologies. Metica delivers unified growth strategies that enhance in-app purchases (IAP) / subscriptions, user acquisition (UA), and overall player experiences.


Role Overview


We are seeking an experienced Customer Success Lead to build and scale the customer success function at Metica. This role offers the opportunity to define processes, establish a team, and work directly with leading gaming studios and publishers to deliver exceptional outcomes.

The ideal candidate will have a strong background in customer success within a B2B SaaS environment, preferably with experience in the gaming industry. You will possess the technical acumen to collaborate with engineers and the strategic mindset to drive customer satisfaction and value. This role requires full-time, on-site presence in London and a willingness to travel as needed.


Key Responsibilities


Customer Success Process Development:

  • Develop and implement scalable customer success processes tailored to Metica’s AI platform and gaming customers.
  • Drive the development of tools, workflows, and playbooks to enhance customer satisfaction, retention, and value realisation.
  • Establish metrics and frameworks to track customer success and drive continuous improvement.


Customer Engagement:

  • Act as the primary relationship owner for key gaming customers, ensuring alignment with their growth objectives.
  • Oversee onboarding and ensure a seamless integration of Metica’s platform into customer workflows.
  • Regularly engage with customers to provide insights, identify opportunities, and address challenges.


Technical Collaboration:

  • Work closely with customers and internal teams to address technical requirements, ensuring smooth integration and adoption.
  • Translate customer needs into actionable feedback for the product and engineering teams.
  • Conduct training sessions and provide technical resources to customers as needed.


Team Leadership:

  • Build and lead a high-performing customer success team as the company scales, recruiting and mentoring top talent.
  • Foster a customer-first culture and ensure alignment with Metica’s mission and values.


Metrics & Insights:

  • Monitor key performance indicators (KPIs) such as Net Revenue Retention (NRR), customer satisfaction (CSAT), and churn.
  • Analyse customer data to identify risks, growth opportunities, and actionable insights.


Customer Advocacy & Travel:

  • Represent the voice of the customer internally, ensuring their needs are reflected across Metica’s product and business strategies.
  • Be prepared to travel internationally to meet customers, attend industry events, and represent Metica globally.


Key Requirements


Experience & Skills:

  • 5+ years of experience in a customer success or account management role within a B2B SaaS company.
  • Experience working with gaming studios, publishers, or in the gaming industry is highly desirable.
  • Proven ability to understand technical concepts and work effectively with engineering and data teams.
  • Demonstrated success in establishing and improving customer success processes and teams in a start-up or early-stage environment.


Technical Acumen:

  • Familiarity with AI, machine learning, or optimisation technologies is an advantage.
  • Understanding of gaming industry metrics, personalisation strategies, and growth technologies is preferred.


Work Environment:

  • Based in the UK with the ability to work full-time on-site in London.
  • Willingness to travel globally for customer engagements and industry events.


Education:

  • Bachelor’s degree in Business, Computer Science, or a related field. Advanced degrees or equivalent experience are a plus.


What We Offer


  • An opportunity to shape the customer success function at an innovative AI platform for games.
  • Competitive salary and equity options in a high-growth start-up.
  • Collaborative, on-site work environment with opportunities for career development.
  • Exposure to industry-leading gaming customers and cutting-edge AI technologies.


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