Customer Success Manager
At Mindway AI, we develop award winning safer gambling solutions built on a unique combination of neuroscience, AI and expert psychological assessments. Our market leading solutions are designed to enable gambling operators to enhance player protection, adhere to regulatory requirements and maintain a sustainable player base. Our business is scaling at pace. With solutions running in 40 countries, 65 different international licence jurisdictions, our client base includes some of the biggest organisations in the gambling industry. We work across all gambling verticals, land based as well as online. Our solutions are built with flexibility in mind meaning that we can configure them to suit the individual requirements of all of our client partners. Development is at the forefront of what we do and we work in collaboration with our customers to continuously innovate new modules and functionality. Mindway AI is majority owned by the leading iGaming media group, Better Collective who improve the sports betting and gaming experience for bettors across the world. Better Collective is dedicated to creating a transparent and safe betting environment through innovative technologies and trusted platforms. Our team is made up of technical experts and well-connected commercial professionals dedicated to pushing the boundaries of what's possible in this space. With a collaborative and inclusive culture, we foster an environment where creativity and innovation can thrive. At Mindway AI, you will have the opportunity to work on impactful projects and be part of a team that's helping to shape the future of safer gambling. Join us if you're ready to embark on a journey of exploration and growth, where your contributions will make a meaningful difference.
- Develop and maintain strong relationships with key stakeholders within customer organisations to ensure they are satisfied with the products and services provided.
- Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products and services.
- Oversee customer accounts and work with the Business Development Managers to ensure timely renewal of contracts, upselling and cross-selling as appropriate to meet customer needs.
- Serve as a customer advocate within the company, providing feedback to relevant teams to enhance product effectiveness and customer satisfaction.
- Track customer satisfaction and engagement metrics; proactively address any issues to ensure high customer retention rates.
- Actively work to troubleshoot and resolve any issues experienced by customers; collaborate with support and technical teams as necessary.
- Collect and analyze customer feedback to continuously improve offerings and processes, ensuring they align with client needs.
- Bachelor’s degree or equivalent.
- Proven experience in Customer Success, Account Management, or related roles.
- Strong communication, presentation, and interpersonal skills.
- Excellent problem-solving abilities and a proactive approach to challenges.
- Understanding of and experience of working within the gambling industry preferred.
- Ability to work independently and as part of a team.
- Familiarity with customer success software and tools (e.g., CRM systems).
Better Collective is a digital sports media group operating a House of Brands of leading digital sports media, sports betting media and esports communities. Incorporated in Denmark in 2004, Better Collective remains under the direct management of its original founders, Jesper Søgaard and Christian Kirk Rasmussen. Since our inception, we have undergone substantial growth driven by successful acquisitions to realize our ambitious vision of becoming the leading digital sports media group. Headquartered in Copenhagen, Denmark, Better Collective operates across more than 20 offices around the world. Better Collective covers a vast range of sports that spans from the most popular leagues – such as the Premier League and the NFL to niche competitions. Through our brands, fans can explore the exciting world of sports through various content formats such as exclusive videos, engaging podcasts, editorial sports news, and expert commentary on the latest and upcoming sports events. Across our House of Brands our wide range of content engages a sports audience of more than 450 million visits on a monthly basis. These brands include HLTV, FUTBIN, Betarades, Action Network, Playmaker HQ, VegasInsider, CanadaSportsBetting, The Nation Network as well as Bolavip that are a part of our Latam sports media network, Futbol Sites. Our group has developed and continues to refine our unique set of digital capabilities and track record of attracting and driving sports fans to our brands. Combined with engaging and immersive content offerings, we are able to build and grow a strong and loyal audience across all our brands. On top of all this, we have developed a diverse and unique toolbox of business models, spanning from performance based marketing models within the sports betting space, where Better Collective is commissioned by advertising sportsbooks by either receiving a share of the revenue generated by the losses from the acquired customer or by receiving a single Cost per Acquisition fee (a fixed sum for each customer who claims an offer on our site that is redeemed by a sportsbook), to strategic partnerships, premium subscriptions, advertising as well as sponsorship deals. In combination, we have built a resilient and viable business, geared to deliver sustained future growth.