Customer Success Manager (Gaming)

Location: Concord, Ontario, Canada | In-Office

Company Overview

Join a dynamic, fast-growing gaming company that lives and breathes creating immersive, cutting-edge player experiences. We are proud of a culture built on creativity, collaboration, and a relentless drive to push the boundaries of the industry. If you are a highly motivated, results-driven professional passionate about gaming and revenue growth, we want to talk to you.

The Opportunity: We Are Evolving VIP

We are reimagining our VIP program from the ground up, elevating it from a support function into a strategic, revenue-driving engine. This is a newly expanded role. We are not just looking for someone to manage relationships. We are looking for a Customer Success and Revenue Manager who can own the full value of our VIP segment, including retention, satisfaction, and growth, and help shape what the next generation of our VIP program looks like.

Applicants must demonstrate fluent, articulate communication skills in English.

What You Will Bring

• A strategic mindset that connects player happiness directly to revenue outcomes, not just satisfaction scores.
  
• A track record of managing high-value or VIP customer relationships, in gaming, iGaming, or a related high-touch industry.
  
• Data-driven and analytical: you can read player value and behavior trends and translate them into concrete action plans.
  
• Sharp problem-solving instincts for high-stakes, escalated issues, and the discretion to handle sensitive account information.
  
• Fresh ideas for reinventing what a VIP program can be, and the drive to help build it.
  
• Comfortable working with and presenting to business units and upper management/executive team.
  
• Thrives in a high-pressure, dynamic, and demanding environment.
  
• Able to work independently as well as collaboratively within a team.

Main Responsibilities

• VIP Player Engagement: Proactively build and nurture relationships with VIP players, understanding their preferences and delivering personalized support.
  
• Revenue and Retention Ownership: Own the growth, retention, and lifetime value of the VIP player segment, using data and player insights to inform strategy.
  
• Program Evolution: Help design and roll out the next iteration of our VIP program, including new tiers, perks, and engagement models that deepen loyalty and drive revenue.
  
• Issue Resolution: Handle and resolve escalated VIP issues with a high level of problem-solving skill and attention to detail.
  
• Account Management: Manage VIP player accounts, ensuring accurate records and providing hands-on assistance with account matters.
  
• Exclusive Offers and Rewards: Partner with marketing and promotions to craft exclusive offers, rewards, and personalized experiences for VIP players.
  
• Feedback and Insights: Gather VIP player feedback, identify improvement opportunities, and share insights with leadership to shape the broader VIP strategy.
  
• Stakeholder Communication: Work with and present to business units and upper management/executive team on VIP performance, insights, and strategy.
  

Requirements

• Bachelor's degree required, preferably in Business, Hospitality, or a related field.
  
• Fluent, articulate communication skills in English (written and verbal).
  
• A minimum of 5 years of experience in customer success, account management, VIP or high-value customer support, within gaming or iGaming.
  
• Demonstrated experience connecting customer success activities to measurable revenue or retention outcomes.
  
• Customer-centric mindset, with a passion for exceptional service and understanding the unique needs of VIP players.
  
• Strong analytical and problem-solving skills, with the ability to handle complex issues and propose innovative solutions.
  
• Ability to handle sensitive information with discretion and maintain confidentiality of VIP accounts.
  
• Proven experience working in a high-pressure, dynamic, and demanding environment.
  
• Demonstrated ability to work independently as well as within a team.
  
• Experience working and presenting with business units and upper management/executive team.
  

Benefits

Why Join Us?

• A newly evolving role with real influence over the future of our VIP program
  
• Exciting projects using cutting-edge technology
  
• Collaborative, supportive work environment
  
• Opportunities for career development, growth, and advancement
  
• Fantastic company events
  
• Group benefits: extended healthcare, dental, vision, and disability insurance
  
• On-site leisure facilities and on-site parking