Customer Success Director - Live
Description
We are seeking a high-impact Customer Success Director - Live to lead the commercial and operational evolution of our North American B2B partnerships. In this role, you will be the primary bridge between our global R&D hubs and our US-based iGaming operator partners. You aren’t just managing a relationship; you are an embedded consultant helping the world’s leading sportsbooks and casinos optimize their Live Casino ecosystems. From the floor of our state-of-the-art studios to C-suite boardroom presentations, you will drive value, local strategy, and sustainable revenue growth.
Responsibilities
- Act as the primary commercial and operational consultant for US-based partners, ensuring they receive a best-in-class B2B Live Dealer service and maximum ROI.
- Liaise with international creative and R&D teams to localize products (Live Table Games, Game Shows) specifically for the nuances of the US market.
- Conduct regular studio tours and site visits, collaborating with Studio Managers to implement customer-specific improvements and operational excellence.
- Proactively identify and close opportunities for revenue growth, including dedicated studio environments, new table types, and localized dealer options.
- Deliver advanced BI insights to partners. You will analyze functional metrics to help them optimize seat occupancy, betting limits, and player retention.
- Partner with the Business Development team during high-value pitches, providing the operational "proof of concept" and product expertise needed to win new business.
- Maintain a pulse on the North American B2B landscape to ensure our technology and studio offerings remain the superior choice for operators.
Requirements
- At least 5 years of relevant professional and industry experience is required.
- Senior-level commercial or operational experience from a North American iGaming operator or B2B provider, with a deep focus on the Live Dealer/Table Games vertical.
- Proven track record of managing partner success and driving upselling initiatives through a consultative, data-driven approach.
- Understanding of the "mechanics" of a live studio, from game presentation standards to technical delivery and table management.
- Proficiency in Power BI or Tableau, with the ability to translate complex gaming data into actionable insights for partners.
- Exceptional presenter, comfortable influencing C-suite executives at major US sportsbooks and casino operators.
- Familiarity with Atlassian Jira and Confluence for managing cross-functional projects with global R&D teams.
- Strong grasp of North American regulatory requirements for live-streamed casino content and state-level compliance.
- Ability to travel frequently to domestic studio locations and client offices.
Benefits
- Salary Range: $160,000 – $220,000 per year.
- Eligible for an Annual Bonus based on individual and company performance metrics.
- Comprehensive medical, dental, and vision insurance. Includes access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- Company-paid Long-Term Disability (LTD), Short-Term Disability (STD), and Life Insurance.
- 401(k) plan with a 4% company match.
- 12 days of vacation and 5 days of sick time annually.
