Job DescriptionThe Customer Success Manager will develop a strong understanding of each customer's business, Playtech's Live products, and studio operations to help clients maximize performance and identify opportunities for growth. The role will initially require a strong on-site presence for product and studio training, with the potential to transition to a hybrid arrangement. On-site attendance is required for customer visits and other business needs.
QualificationsWhat You'll Do- Strategic Account Management: Serve as the primary U.S.-based voice of the customer for assigned Live Casino accounts. Build long-term B2B relationships, lead regular meetings, balance client needs with business objectives, and maintain clear ownership of follow-up actions.
- Live Product Optimization: Analyze each licensee's Live Casino offering, performance data, and KPIs to recommend improvements and help customers fully utilize Playtech products and services.
- Studio and Customer Engagement: Host and support customer visits at the Atlantic City studio in partnership with studio leadership and provide professional product and operational presentations.
- Growth Opportunities: Identify upsell, cross-sell, and account-growth opportunities based on customer objectives, product knowledge, and market developments.
- Reporting and Planning: Provide timely, data-driven updates on monthly and quarterly initiatives, customer priorities, project progress, risks, and outcomes.
- Cross-Functional Collaboration: Partner with studio operations, product, technical, commercial, and other global teams to coordinate solutions, communicate requirements, and ensure successful delivery against customer needs.
- Market Expertise: Maintain current knowledge of the U.S. iGaming and Live Casino landscape, including competitor activity and evolving regulatory and compliance requirements.
What You'll Bring- Industry Experience: Experience in iGaming, online casino, or a related gaming environment, with an understanding of gaming products and operations. Live Casino experience is strongly preferred.
- B2B Relationship Management: Experience in customer success, account management, project management, or another strategic client-facing role. This position focuses on account ownership and partnership management rather than customer support.
- Analytical and Technical Skills: Ability to interpret performance data and KPIs and work comfortably with reporting, collaboration, and project-management tools.
- Communication Excellence: Strong written, verbal, listening, negotiation, and presentation skills, with the ability to influence stakeholders across a complex global organization.
- Independent and Collaborative Work Style: Ability to work independently as the U.S.-based Live Customer Success representative while partnering effectively across teams, locations, and time zones.
- Education: Bachelor's degree in business administration or a related field preferred, or an equivalent combination of education and relevant professional experience.
- On-Site Availability and Travel: Ability to work on-site in Atlantic City during the initial training period, attend the studio whenever customers visit, and travel as business needs require.
Additional InformationCompensation and Benefits- Salary Range: Salary Range: $105,000-$114,000 annually, depending on experience and qualifications.
- Annual Bonus
- Vacation Days: 12 days
- Sick Time: 5 days
- Health Benefits: Medical, Dental, Vision, HSA/FSA, LTD/STD, Life Insurance.
- 401(k): 100% match on the first 4% of eligible compensation contributed.
If you need reasonable accommodation and/or assistance during the application and hiring process, applicants can contact the Playtech-People & Culture Team for assistance at [redacted]. Our team will be happy to help!
