Director, Customer Success - iGaming North America

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

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

Pay Range

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.