Technical Customer Experience Lead

About the Role

You’ll lead the customer experience function at GenieLabs, combining hands-on creative expertise with strategic operational ownership.

You’ll guide gaming studios through onboarding, dataset setup, and day-to-day generation workflows — while also designing scalable systems and processes that ensure every customer achieves measurable success.

This is a cross-functional role working closely with Product, Engineering, and Design to translate studio goals into platform outcomes and model improvements.

Key Responsibilities

🎨 Customer Enablement

• Guide customers through onboarding and model training, ensuring smooth adoption and visible value from day one.
• Act as a creative and technical advisor to studios — helping them generate high-quality assets that match their game style and goals.
• Develop playbooks, tutorials, and best-practice materials that make the GenieLabs experience seamless and consistent.

⚙️ Operational Leadership

• Build and scale GenieLabs’ customer success infrastructure — defining metrics, workflows, and communication standards.
• Own customer success KPIs such as adoption rate, engagement, and retention.
• Create feedback loops with Product and Engineering to continuously improve both the user experience and AI output quality.

🤝 Cross-Team Collaboration

• Work hand-in-hand with the Product team to translate customer insights into feature improvements and roadmap priorities.
• Partner with AI engineers and artists to fine-tune models based on real-world studio needs and visual directions.
• Represent the voice of the customer internally and help shape GenieLabs’ product evolution.

What You Bring

• Must - 2+ years in leading customer-facing team (operational/technical teams are an advantage) in B2B SaaS companies
• Customer empathy — excellent communication and problem-solving skills to guide creative teams with clarity and patience.
• Technical fluency — familiarity with AI tools (e.g., Flux, Stable Diffusion, ComfyUI, or custom pipelines) and the ability to troubleshoot or fine-tune models.
• Operational mindset — experience building or managing customer experience or success processes in a SaaS or creative-tech environment.
• Artistic understanding — solid sense of visual design, composition, and style alignment within gaming or creative industries.
• Strategic thinking — ability to connect customer value, operational metrics, and business growth goals.

Nice to Have

• Background in gaming, creative SaaS, or AI-driven art workflows.
• Experience with analytics tools or dashboards to track customer engagement and product adoption.