Customer Experience Manager

About Us

GenieLabs is an AI-driven live-ops content production platform built for gaming studios. We train custom AI models on client data to generate game art - characters, items, backgrounds, and more - enabling studios to move faster, free up their artists, and scale their live-ops like never before.

Our Customer Experience team is the heartbeat of the company. We sit at the intersection of technology, creativity, and client relationships - and we take that seriously. If you're someone who gets energized by both a great client conversation and digging into a model training workflow, this role was built for you.

The Role

As a Customer Experience Manager, you'll own a portfolio of gaming studio clients end to end - from kickoff through long-term success - ensuring clients are consistently supported, embedded in the platform, and renewed, reporting directly to the Customer Experience Team Lead. You'll be the person they trust, the one who makes the technology work for them, and the bridge between what they need and what our product can do.

This is a hands-on role that blends client relationships with technical work - no two days look the same. The best person for it is equally comfortable leading a workshop with a studio team and fine-tuning an AI model the same afternoon.

What You'll Do

Client Relationships

• Own the end-to-end client journey: kickoff, onboarding, recurring syncs, workshops, and renewals
• Run structured kickoff meetings and workshops - setting expectations, walking clients through the platform, and making sure every session is prepared and productive
• Proactively identify client needs, suggest relevant use cases, and surface opportunities before they become problems
• Be the point of contact for day-to-day support, model requests, and ongoing questions via Slack

Technical Collaboration

• Get hands-on with our platform - learn the tools, workflows, and model environment well enough to guide clients and troubleshoot confidently
• Test outputs in staging environments before client delivery and flag issues before they reach a workshop
• Collaborate with R&D to translate client feedback into clear, actionable improvement requests
• Grow your understanding of AI-driven workflows over time - we'll support you in getting there

Process & Organization

• Maintain up-to-date records in HubSpot and internal tracking tools
• Flag risks, blockers, and renewal signals early

What You Bring

• 2-4 years of experience in Customer Success, Account Management, or a client-facing tech role
• Strong communication skills: you can run a client meeting with confidence and write a clear follow-up summary
• A good visual eye - you can recognize when an output doesn't match a client's expectation, even without a technical art background
• Organized and proactive: you track your own work, flag issues early, and manage your client portfolio independently.
• Genuine curiosity about AI - you don't need to be an engineer, but you need to want to understand how things work
• Professional level English - written and spoken; Hebrew as well
• Comfortable working in a fast-moving, early-stage environment where processes are still being built

Nice to Have

• Background in the gaming industry or familiarity with game art workflows
• Some exposure to AI tools (Stable Diffusion, Flux, Midjourney, or similar) - even as a curious user

Why GenieLabs

• A small, tight-knit team where your work has direct impact on the product and the clients
• White-glove, high-touch approach - we genuinely care about our clients' success
• You'll work closely with founders and across all teams (Product, R&D, Business)
• Real ownership from day one - no bureaucracy, no hand-holding
• A front-row seat to where AI and gaming are heading