Customer Success Manager

Customer Success Manager

Posted:
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Location
London
Job type
Permanent

As Customer Success Manager

Job description
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 62 different international 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. BC 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.


We are looking for an experienced and enthusiastic Customer Success Manager to join our dynamic team. The role of the Customer Success Manager is to build long-term, sustainable relationships with our clients, ensuring their success with our products and services. The ideal candidate will be proactive, customer-focused, and possess excellent communication skills to effectively manage customer relationships and enhance their overall experience.

Key Responsibilities:
 
Customer Relationship Management: Develop and maintain strong relationships with key stakeholders within customer organisations to ensure they are satisfied with the products and services provided.
 
Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products and services.
 
Account Management: 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.
 
Advocacy and Support: Serve as a customer advocate within the company, providing feedback to relevant teams to enhance product effectiveness and customer satisfaction.
 
Performance Monitoring: Track customer satisfaction and engagement metrics; proactively address any issues to ensure high customer retention rates.
 
Problem Resolution: Actively work to troubleshoot and resolve any issues experienced by customers; collaborate with support and technical teams as necessary.
 
Feedback Loop Creation: Collect and analyze customer feedback to continuously improve offerings and processes, ensuring they align with client needs.
 
 
 
 
 
Job requirements
Our expectations of you:
 
We are looking for someone who is commercially minded and results driven, who likes to set ambitious goals without forgetting the small details. We would prefer a candidate who has experience in an operator and extensive industry knowledge. However if you recognise yourself in most of the below, you might just be who we are looking for:
 
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).
 
What do we offer you:
 
Competitive salary and bonus structure
 
30 days paid annual leave
 
Flexible working culture and a friendly work environment
 
Opportunities for professional growth and development
 
Health and dental insurance options
 
Company-sponsored events and team-building activities