About the Company & Product
We are a rapidly growing product company entering the global gaming entertainment market. Our mission is to bring innovative business solutions to the iGaming industry by building cutting-edge technology products. Our core product is a SaaS gaming platform with 200+ microservices that powers a seamless gaming experience for millions of users worldwide. The platform provides a full suite of iGaming solutions, including game management, payments, analytics, CRM, and more.
Meet Your Future Team
We have an open management culture where leaders share a clear product vision rather than simply assigning tasks. We believe people do their best work when they understand where the team is going and why their contribution matters. Initiative is always welcome, and everyone is encouraged to share ideas, suggest improvements, and influence how things are built.
Ready for a career upgrade?
About the Role
We are looking for a Senior Customer Success Manager to join a function that is actively evolving and shaping its standards, methodologies, and best practices. This is not “just another position” — it is an opportunity to help build a mature Customer Success practice, including communication standards, Customer Health methodologies, expectation management frameworks, and partnership approaches for brands operating across 50+ markets.
You will work at the intersection of client communication, product thinking, operational management, and strategic partnership. In close collaboration with Product, Delivery, and Operations teams, you will ensure transparent communication, successful feature adoption, and achievement of clients’ business goals.
This role is ideal for someone who combines strong relationship-building skills with operational ownership, analytical thinking, product mindset, and the ability to navigate complex technical products.
Our Ideal Customer Success Manager
Our ideal Customer Success Manager is someone who:
Builds long-term partnerships with brands, ensuring clients feel guided toward business outcomes rather than simply being managed.
Understands the full business context of each client, including their strategy, licensing specifics, operational model, and seasonality, and incorporates this knowledge into decision-making.
Acts as the single point of entry for all client requests, filtering, structuring, and refining business needs and expected outcomes before involving Product or Delivery teams.
Owns requests end-to-end. Even when a request extends beyond the platform and requires external partners, they remain accountable and coordinate execution through completion.
Communicates proactively and transparently regarding roadmaps, plans, ETAs, risks, blockers, and delivery changes, not only at epic level but also for individual initiatives.
Translates technical releases into business value, helping clients understand how platform changes impact their operations and which metrics should be monitored.
Uses Feature Adoption Management as a strategic tool, identifying adoption gaps, understanding why brands bypass platform capabilities, and proactively addressing them through documentation, demos, and value-driven recommendations.
Owns Customer Health management by collecting signals such as adoption trends, escalations, and recurring requests, identifying risks early and acting before they become conflicts.
Serves as a mediator between clients and the platform, communicating reasoned product decisions rather than simple resource constraints.
Leads onboarding of new B2B clients, maintains documentation, delivers demos in collaboration with Product Owners, and educates brands on platform configuration and licensing-specific functionality.
Closes the feedback loop by identifying recurring pain points, conducting root cause analysis, and transforming customer insights into actionable product recommendations.
Produces both internal and client-facing reporting tailored to different audi
