Director, Customer Success - iGaming North America

1 Week ago • 10 Years + • Business Development • Account Management • $174,018 PA - $323,177 PA

Job Summary

Job Description

The Director of North American iGaming Customer Success and Account Management will lead efforts to ensure client success and satisfaction in Canada and the US. This strategic role involves managing a commercial team, overseeing customer success initiatives, building strong client relationships to drive revenue growth, and developing a customer-first mentality. Responsibilities include developing and executing a North American customer success strategy, leading and mentoring commercial teams, cultivating key client relationships, implementing account management strategies, collaborating with cross-functional teams, analyzing performance metrics, optimizing growth, ensuring regulatory compliance, and working with customers and the Product team to evolve product innovation. This role requires extensive iGaming experience, strong leadership, exceptional communication, and a data-driven approach.
Must have:
  • 10+ years iGaming customer success/account management experience
  • Proven revenue growth & client relationship building
  • Strong leadership & team management skills
  • Excellent communication & presentation skills
  • Deep understanding of North American iGaming regulations
Good to have:
  • Master's degree in Business Administration or related field
Perks:
  • Comprehensive benefits package (health, dental, vision, PTO, 401k)
  • Up to 25% travel

Job Details

As the Director of North American iGaming Customer Success and Account Management, you will lead our efforts to ensure the success and satisfaction of our clients across Canada and the United States. This strategic role will involve managing a commercial team, overseeing customer success initiatives, and building strong relationships with key clients to drive revenue growth. The ideal candidate will have extensive experience in the iGaming industry, exceptional leadership skills, and a passion for delivering world-class customer experiences globally.

What You'll Do

  • North American Customer Success Strategy: Develop and execute a comprehensive customer success strategy tailored to the unique needs and preferences of clients in North America. Evangelize a customer-first mentality within the business, ensuring the voice of the customer and our key customer strategies are heard throughout the company. 

  • Account Management Leadership: Lead and mentor commercial teams in North America, providing guidance and support to ensure effective client engagement, retention, and growth. Build a culture of positive customer focus & success.  

  • Client Relationship Management: Cultivate and maintain strong relationships with key clients across North America, serving as the primary point of contact for all strategic account-related matters. 

  • Revenue Development: Develop and implement a comprehensive account management strategy aligned with the company's business objectives and market trends.

  • Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, and operations teams to align customer success efforts with overall business objectives and drive customer satisfaction and loyalty. 

  • Performance Analysis & Growth Optimisation: Monitor and analyze key performance metrics related to customer satisfaction, retention, revenue growth, and account health, providing regular insights and recommendations to senior management. As a key customer champion within the business, you must ensure that relevant data and analytics are made available to customers and internal stakeholders to demonstrate relevant trends and opportunities. You will be responsible, with your team for working with customers and the Product team within Aristocrat, to evolve product innovation that delivers points of difference for our customers. 

  • Regulatory Compliance: Stay informed about regulatory requirements and changes in the iGaming industry across regions, ensuring that customer success and account management practices remain compliant at all times. 

What We're Looking For

  • Minimum of 10 years of experience in customer success, account management, or related roles within the iGaming industry, with at least 3 years in a leadership capacity. 

  • Proven track record of building and maintaining successful client relationships, driving revenue growth, and achieving customer satisfaction targets.

  • Strong leadership skills with experience managing and developing a high-performing team.

  • Excellent communication, negotiation, and presentation skills, with the ability to interact effectively with clients and internal stakeholders at all levels. 

  • Deep understanding of the iGaming industry, including regulatory requirements, market trends, and competitive landscape across North America.

  •  Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree preferred.

  • Proven track record of managing and growing B2B client relationships.

  • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

Company Summary

Aristocrat Interactive  

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.  The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). 

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

Travel Expectations

Up to 25%

Pay Range

$174,018 - $323,177 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

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About The Company

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.


Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day.  


Come and join us – let’s play!


𝘗𝘭𝘦𝘢𝘴𝘦 𝘣𝘦 𝘢𝘭𝘦𝘳𝘵 𝘵𝘰 𝘴𝘤𝘢𝘮𝘴 𝘰𝘧𝘧𝘦𝘳𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘈𝘯𝘺 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘵𝘰 𝘤𝘢𝘯𝘥𝘪𝘥𝘢𝘵𝘦𝘴 𝘳𝘦𝘨𝘢𝘳𝘥𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘢𝘵 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘰𝘳 𝘪𝘵𝘴 𝘴𝘶𝘣𝘴𝘪𝘥𝘪𝘢𝘳𝘪𝘦𝘴 𝘸𝘪𝘭𝘭 𝘤𝘰𝘮𝘦 𝘧𝘳𝘰𝘮 𝘢𝘯 @𝘢𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵.𝘤𝘰𝘮, @𝘣𝘪𝘨𝘧𝘪𝘴𝘩𝘨𝘢𝘮𝘦𝘴.𝘤𝘰𝘮, @𝘱𝘪𝘹𝘦𝘭𝘶𝘯𝘪𝘵𝘦𝘥.𝘤𝘰𝘮, 𝘰𝘳 @𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘮𝘢𝘥𝘯𝘦𝘴𝘴.𝘤𝘰𝘮 𝘦𝘮𝘢𝘪𝘭 𝘢𝘥𝘥𝘳𝘦𝘴𝘴. 𝘍𝘳𝘰𝘮 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘪𝘮𝘦, 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘮𝘢𝘺 𝘶𝘴𝘦 𝘢𝘯 𝘦𝘹𝘵𝘦𝘳𝘯𝘢𝘭 𝘢𝘨𝘦𝘯𝘤𝘺 𝘧𝘰𝘳 𝘳𝘦𝘤𝘳𝘶𝘪𝘵𝘮𝘦𝘯𝘵 𝘱𝘶𝘳𝘱𝘰𝘴𝘦𝘴, 𝘩𝘰𝘸𝘦𝘷𝘦𝘳 𝘵𝘩𝘦𝘺 𝘸𝘪𝘭𝘭 𝘯𝘦𝘷𝘦𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘰𝘧 𝘢𝘯𝘺 𝘴𝘰𝘳𝘵.

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