Customer Success Manager

Company Description

Playtech is seeking a strategic and relationship-driven Customer Success Manager to support our U.S. Live Casino business. Based in Atlantic City, New Jersey, this role will serve as the primary U.S.-based partner for assigned B2B iGaming clients and connect customer needs with Playtech's global Live teams.

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.

Qualifications

What 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 Information

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.

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 [email protected]. Our team will be happy to help!

Playtech is an equal opportunity employer. All qualified applicants will receive consideration of employment equally without regard to age, ancestry, color, gender identity or expression, national origin, physical or mental disability, protected veteran, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.