VIP Account Manager

Triumph • San Francisco, CA

1d • Remote

About The Position

We are looking for a VIP Relationship Manager to own relationships with a small, elite group of our top customers. You will provide white-glove, 24/7 support to proactively drive engagement and retention and act as the voice of our VIPs across product, marketing, and data teams. This is a high-visibility, cross-functional role that combines customer advocacy, program design, and data-driven account management. As the first person in this function, you’ll help build a scalable VIP program from the ground up.
This role reports directly to our Head of Product, Justin Jia.

Requirements

• 3+ years of experience in high-touch customer-facing roles such as VIP account management, customer success, concierge, or casino account management. Bonus: experience in online gaming, iGaming, crypto, or a comparable digital product environment.
• Proven ability to manage a portfolio of high-value accounts and drive measurable outcomes in revenue, retention, or engagement.
• Comfortable providing 24/7 style coverage for your VIP portfolio, including occasional evenings, weekends, and holidays, with flexibility for urgent escalations.
• Strong customer empathy and service mindset with a track record of handling difficult or high-stakes conversations, juggle multiple VIP requests/follow-ups without letting things slip.
• Proficiency with dashboards, CRM and customer support tools; able to interpret data, create simple reports, and make thoughtful, metrics-based recommendations.
• Ownership mentality and bias for action. Ability to work in a fast-evolving role, shaping processes and improving how the VIP program operates over time.
• Alignment with gaming, sports, collectibles, or casino-style experiences and a genuine interest in the product and community you support.

Responsibilities

• Serve as the primary point of contact for 50+ high-value VIP customers, delivering white-glove, personalized support across channels (chat, email, phone, messaging apps) and handling urgent, time-sensitive needs as they arise.
• Manage VIP value levers including bonus requests, loyalty incentives, promotional offers, and bespoke experiences, ensuring they align with program rules, ROI goals, and responsible usage.
• Deepen customer loyalty through high-touch relationship management: hospitality-style touches, proactive outreach, and tailored recommendations based on each VIP’s preferences, behaviors, and gameplay patterns.
• Collect, synthesize, and prioritize VIP feedback on product features and game mechanics; partner with product and engineering teams so VIP needs are represented in the roadmap and upcoming releases.
• Use dashboards and reporting tools to monitor VIP performance including revenue, activity, retention, bonus utilization, satisfaction; make data-driven decisions about outreach, offers, and program adjustments.
• This role requires occasional travel for in-person VIP events, team on-sites, and customer meetups as needed.

Benefits

• High Growth: Contribute to a fast-growing Operations team working to fuel one of the most rapidly growing TCG apps.
• High Agency: Growing, high-impact Operations team that is scaling rapidly with significant opportunity for leadership and growth.
• High Energy: Passionate team who are proud of our work and velocity (16x year over year growth).

What This Job Offers

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