Customer Success Manager at Playtech in Atlantic City, , United States

Job description

• The 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.

Responsibilities

• 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.

Requirements

• Qualifications
• 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.

Skills

Required

• Travel as business needs require

Preferred

• Live Casino experience

Benefits

• Compensation 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.