Customer Success Manager

Playtech•Atlantic City, NJ

6d•Hybrid

About The Position

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. 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.

Requirements

Experience in iGaming, online casino, or a related gaming environment, with an understanding of gaming products and operations.
Experience in customer success, account management, project management, or another strategic client-facing role.
Ability to interpret performance data and KPIs and work comfortably with reporting, collaboration, and project-management tools.
Strong written, verbal, listening, negotiation, and presentation skills, with the ability to influence stakeholders across a complex global organization.
Ability to work independently as the U.S.-based Live Customer Success representative while partnering effectively across teams, locations, and time zones.
Bachelor's degree in business administration or a related field preferred, or an equivalent combination of education and relevant professional experience.
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.

Nice To Haves

Live Casino experience is strongly preferred.

Responsibilities

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.