Customer Success Manager
PlayTech is seeking a strategic and relationship-driven Customer Success Manager to support its U.S. Live Casino business. Based in Atlantic City, New Jersey, this role serves as the primary U.S.-based partner for assigned B2B iGaming clients, connecting customer needs with PlayTech's global Live teams.
The Customer Success Manager develops a strong understanding of each customer's business, PlayTech's Live products, and studio operations to help clients maximise performance and identify opportunities for growth. The role initially requires 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.
- 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.
- Analyze each licensee's Live Casino offering, performance data, and KPIs to recommend improvements and help customers fully utilize PlayTech products and services.
- Host and support customer visits at the Atlantic City studio in partnership with studio leadership and provide professional product and operational presentations.
- Identify upsell, cross-sell, and account-growth opportunities based on customer objectives, product knowledge, and market developments.
- Provide timely, data-driven updates on monthly and quarterly initiatives, customer priorities, project progress, risks, and outcomes.
- Partner with studio operations, product, technical, commercial, and other global teams to coordinate solutions, communicate requirements, and ensure successful delivery against customer needs.
- Maintain current knowledge of the U.S. iGaming and Live Casino landscape, including competitor activity and evolving regulatory and compliance requirements.
- Experience in iGaming, online casino, or a related gaming environment, with an understanding of gaming products and operations (required).
- Live Casino experience (preferred).
- Experience in customer success, account management, project management, or another strategic client-facing role (required).
- Ability to interpret performance data and KPIs and work comfortably with reporting, collaboration, and project-management tools (required).
- Strong written, verbal, listening, negotiation, and presentation skills (required).
- Ability to work independently as the U.S.-based Live Customer Success representative while partnering effectively across teams, locations, and time zones (required).
- Bachelor's degree in business administration or a related field (preferred).
- 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 (required).
- Salary Range: $105,000–$114,000 annually
- Annual Bonus
- 12 days vacation
- 5 days sick time
- Medical, Dental, Vision, HSA/FSA, LTD/STD, Life Insurance
- 401(k): 100% match on the first 4% of eligible compensation contributed
Playtech plc is one of the world's largest gambling technology companies, providing software, platforms and content to online and land-based operators. Founded in 1999 and registered in the Isle of Man, it supplies casino, live casino, sportsbook, bingo and poker products, along with its IMS player-management platform. The company also runs B2C operations, most notably the Snaitech business in Italy. Listed on the London Stock Exchange, Playtech employs thousands of people across offices worldwide.