Customer Success Manager

Customer Success Manager

About the job

We are looking for an experienced and enthusiastic Customer Success Manager to join our dynamic team. The role is to build long-term, sustainable relationships with our clients, ensuring their success with our products and services. The ideal candidate will be proactive, customer-focused, and possess excellent communication skills to effectively manage customer relationships and enhance their overall experience.

Key Responsibilities

• Customer Relationship Management: Develop and maintain strong relationships with key stakeholders within customer organisations to ensure they are satisfied with the products and services provided.
• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products and services.
• Account Management: Oversee customer accounts and work with the Business Development Managers to ensure timely renewal of contracts, upselling and cross‑selling as appropriate to meet customer needs.
• Advocacy and Support: Serve as a customer advocate within the company, providing feedback to relevant teams to enhance product effectiveness and customer satisfaction.
• Performance Monitoring: Track customer satisfaction and engagement metrics; proactively address any issues to ensure high customer retention rates.
• Problem Resolution: Actively work to troubleshoot and resolve any issues experienced by customers; collaborate with support and technical teams as necessary.
• Feedback Loop Creation: Collect and analyze customer feedback to continuously improve offerings and processes, ensuring they align with client needs.

Job Requirements

We are looking for someone who is commercially minded and results driven, who likes to set ambitious goals without forgetting the small details. We would prefer a candidate who has experience in an operator and extensive industry knowledge. However, if you recognise yourself in most of the below, you might just be who we are looking for.

• Bachelor’s degree or equivalent.
• Proven experience in Customer Success, Account Management, or related roles.
• Strong communication, presentation, and interpersonal skills.
• Excellent problem‑solving abilities and a proactive approach to challenges.
• Understanding of and experience of working within the gambling industry preferred.
• Ability to work independently and as part of a team.
• Familiarity with customer success software and tools (e.g., CRM systems).