Customer Success Director - Live

Playtech • New York, NY

6h • $160,000 - $220,000

About The Position

We are seeking a high-impact Customer Success Director - Live to lead the commercial and operational evolution of our North American B2B partnerships. In this role, you will be the primary bridge between our global R&D hubs and our US-based iGaming operator partners.
You aren’t just managing a relationship; you are an embedded consultant helping the world’s leading sportsbooks and casinos optimize their Live Casino ecosystems. From the floor of our state-of-the-art studios to C-suite boardroom presentations, you will drive value, local strategy, and sustainable revenue growth.

Requirements

• Minimum Experience: At least 5 years of relevant professional and industry experience is required.
• Experienced Industry Professional: You bring senior-level commercial or operational experience from a North American iGaming operator or B2B provider, with a deep focus on the Live Dealer/Table Games vertical.
• Commercial Strategist: You have a proven track record of managing partner success and driving upselling initiatives through a consultative, data-driven approach.
• Operational Mindset: You understand the "mechanics" of a live studio, from game presentation standards to technical delivery and table management.
• Data Literate: You are proficient in Power BI or Tableau, with the ability to translate complex gaming data into actionable insights for partners.
• Strong Communicator: You are an exceptional presenter, comfortable influencing C-suite executives at major US sportsbooks and casino operators.
• Technically Savvy: You are familiar with Atlassian Jira and Confluence for managing cross-functional projects with global R&D teams.
• Regulatory Expert: You possess a strong grasp of North American regulatory requirements for live-streamed casino content and state-level compliance.
• Willing Traveler: You are ready to hit the road, with the ability to travel frequently to domestic studio locations and client offices.
• Residency: Candidates must reside in NJ, NY, CT or PA at the time of hire.

Responsibilities

• Customer Success & Value Delivery: Act as the primary commercial and operational consultant for US-based partners, ensuring they receive a best-in-class B2B Live Dealer service and maximum ROI.
• Strategic Market Alignment: Liaise with international creative and R&D teams to localize products (Live Table Games, Game Shows) specifically for the nuances of the US market.
• Operational & Studio Oversight: Conduct regular studio tours and site visits, collaborating with Studio Managers to implement customer-specific improvements and operational excellence.
• Growth & Upselling: Proactively identify and close opportunities for revenue growth, including dedicated studio environments, new table types, and localized dealer options.
• Business Intelligence & Reporting: Deliver advanced BI insights to partners. You will analyze functional metrics to help them optimize seat occupancy, betting limits, and player retention.
• Sales Support: Partner with the Business Development team during high-value pitches, providing the operational "proof of concept" and product expertise needed to win new business.
• Competitor Analysis: Maintain a pulse on the North American B2B landscape to ensure our technology and studio offerings remain the superior choice for operators.

Benefits

• Eligible for an Annual Bonus based on individual and company performance metrics.
• Comprehensive medical, dental, and vision insurance. Includes access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Company-paid Long-Term Disability (LTD), Short-Term Disability (STD), and Life Insurance.
• 401(k) plan with a 4% company match.
• 12 days of vacation and 5 days of sick time annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed