Customer Relations Manager

GAN•Paradise, NV

12d•$98,000 - $155,000•Remote

About The Position

The Customer Relations Manager is responsible for owning and managing relationships with assigned customers across GAN’s Simulated Gaming (SIM), Real Money Gaming (RMG), and Sportsbook (SB) businesses. Acting as the primary point of contact and trusted advisor, this role serves as the bridge between customers and internal teams, ensuring successful project delivery, operational excellence, and long-term customer satisfaction. Working closely with Product, Project Management, Software Delivery, Development, Marketing, Business Intelligence, Customer Service, Finance, IT Support, and Organizational Transformation, the Customer Relations Manager helps ensure customer needs are understood, prioritized, and successfully delivered. This role combines customer relationship management, project coordination, product guidance, and technical collaboration to oversee the full lifecycle of customer initiatives—from onboarding and implementation through feature releases, launches, and ongoing support. The Customer Relations Manager proactively resolves challenges, aligns stakeholders, identifies opportunities for growth and product adoption, and drives successful customer outcomes. The ideal candidate is highly organized, customer-focused, and comfortable managing complex projects and stakeholder relationships in a fast-paced technology, gaming, or sports betting environment.

Requirements

3–5 years of experience in customer success, customer service, account management, or project management within B2B software, technology, gaming, sports betting, or related industries.
Demonstrated experience managing complex customer engagements and full project lifecycles.
Strong communication, relationship-building, and interpersonal skills.
Ability to translate technical concepts for diverse audiences and effectively collaborate across teams.
Highly organized, detail-oriented, adaptable in fast-paced environments, and capable of balancing multiple priorities.
Familiarity with APIs, web technologies, mobile applications, software development lifecycles (SDLC), and Agile methodologies.
Proficiency in tools such as Jira, Confluence, Microsoft Office, and Google Workspace.
Ability to obtain and maintain applicable tribal and state gaming licenses.
Must maintain a valid and current passport.

Nice To Haves

Experience in product development, online gaming, sports betting, or other fast-paced B2B/B2C technology environments.
Exposure to commercial strategy, customer growth initiatives, or business development activities.

Responsibilities

Serve as the primary point of contact and trusted advisor for assigned customer accounts, building strong relationships with key stakeholders and developing effective communication channels between customers and internal teams.
Manage the full lifecycle of customer projects, including onboarding, implementation, feature development, testing, launch, and post-launch support, while coordinating cross-functional teams to ensure timelines, deliverables, quality standards, and compliance requirements are met.
Monitor customer performance, satisfaction, and key performance indicators, providing regular updates on progress, roadmaps, and issues while identifying opportunities for growth, upselling, and increased product adoption.
Collaborate closely with Product, Engineering, Delivery, Customer Support, and other internal teams to resolve customer issues, communicate risks and mitigation strategies, and relay customer feedback to support continuous improvement.
Lead customer and internal meetings, including project kickoffs, training sessions, status updates, and business reviews, while maintaining project documentation, knowledge bases, and communication materials to ensure alignment and successful customer outcomes.