Customer Success Manager

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 40 countries 65 different international licence 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. Better Collective 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 whats 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 thats helping to shape the future of safer gambling.

Join us if youre ready to embark on a journey of exploration and growth where your contributions will make a meaningful difference.

About the job
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.

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:

• Bachelors 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).