Customer Success Manager - iGaming

The Customer Success Manager (CSM) is responsible for the retention, upsell, and cross-sell of assigned accounts by delivering an exceptional experience that establishes a position of a trusted advisor while organically creating upsell and cross-sell opportunities. The role will focus on optimizing revenue from current operators while working collaboratively with internal and external cross-functional business partners and stakeholders.

The CSM is the primary point of contact for clients and liaison for internal partner teams, creating a seamless customer journey and addressing critical business needs. This high-visibility role requires the ability to speak and engage fluently with internal and external audiences up to the C-level. Must have two years’ iGaming industry experience. 

Major job responsibilities:

• Work collaboratively with the Vice President of Sales for iGaming to ensure customer retention, identify and present sales opportunities, identify and implement initiatives to enhance payment volume growth and to ensure that Pavilion Payments is meeting operator needs.
• Initiate regular operator communications, meetings, and reporting to maintain strong customer relationships, resolve issues, introduce new solutions or best practices, and to optimize the revenue potential of the account.
• Create an industry-leading customer experience by working collaboratively with the Implementations and Sales teams to facilitate opportunities through the sales cycle (origination, pre-sales, implementation, and post-sales support). 
• Collaborate with Operations teams to ensure a high-quality customer service experience for both the operator and its players.
• Work collaboratively with the Vice President of Sales to prepare and present industry-leading Business Reviews (quarterly/annually) to clients.
• Maintain HubSpot (CRM) to ensure it is current for all accounts and target accounts in assigned territory.
• Work closely with internal departments to ensure the operators’ performance levels are met and that the operators are satisfied with the products and services they receive.
• Monitor and update internal stakeholders on the health of the account by documenting customer interactions in HubSpot (CRM) and aligning on the customer success plans required to maintain healthy relationships.

Candidate qualifications:

• Minimum of two years’ iGaming industry experience 
• Minimum of two years of account management, customer service/success, learning and development, operations or project management experience
• Have general computer knowledge, including knowledge of MS Office Suite and Windows applications; capabilities with Google Workspace (G Suite) a plus
• Past experience with an industry-standard CRM (i.e., Salesforce, HubSpot, etc.) is preferred.
• Demonstrated ability to work independently with minimal supervision
• Must be able to obtain and retain relevant gaming licenses for the states in your assigned territory
• Ability and willingness to travel up to 20-30%
• A home working environment conducive to professional interactions and free from distractions or other impediments to productivity
• Valid driver's license and current in-force insurance that meets Pavilion Payments’ minimum standards
• Ability to support client needs by being available by mobile phone and email during all business hours and, as needed, after-hours

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.