Director of Customer Success

Who We Are

Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, Battleborn, BioShock, Borderlands, The Darkness, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We are dedicated to diversity and inclusion, and want our community of candidates to reflect this commitment. We encourage all qualified applicants to explore our global positions. 2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). 

We are seeking a dynamic Director of Customer Success to champion our customers and elevate our team's performance. You’ll drive improvements in customer satisfaction by enhancing agent skills, refining team knowledge, and implementing innovative solutions. This role is crucial in empowering our teams to deliver quality, customer-focused solutions, and be the voice of our customers within the company.

What You’ll Do

• Lead and coach team members, fostering an environment of continuous learning and development.
• Oversee the training, quality, and customer-facing functions within the Customer Success team.
• Develop and refine training programs, standard operating procedures (SOPs), and playbooks that enhance customer experiences, increase retention, and streamline processes.
• Advocate for customer needs across departments, ensuring their feedback informs product and service improvements.
• Focus on seamless, customer-guided resolutions, identifying opportunities for automation or self-service where applicable.
• Collect and analyze customer feedback to highlight areas for improvement and collaborate with product teams to address these insights.

What Will Make You A Great Fit

• 8+ years of experience in customer success management (or a similar field) with a track record of managing direct reports.
• A passion for understanding the customer, driving a company culture that prioritizes a positive customer experience.
• Creative problem-solving skills, with a history of developing new solutions beyond the status quo.
• Flexibility to travel for meetings across different time zones and adapt to business needs, including occasional additional hours or weekend work.
• Proven expertise in customer experience, with a successful track record of developing strategies to drive customer satisfaction, retention, and growth.
• Experience in designing and implementing internal quality programs that elevate customer interactions and satisfaction.

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.