Customer Advocacy & Success Manager

Join the Fun at Arrow International!

Arrow International is the worlds #1 maker of charitable gaming products from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globeand were growing fast!

Were building a winning culture thats all about teamwork passion and innovation. At Arrow youre not just another employeeyoure part of a high-performing team thats redefining fun and giving back to communities. We believe in rewarding your hard work with profit-sharing 401(k) matching great benefits and paid time offincluding a bonus week every July!

If youre looking for a career thats exciting meaningful and full of opportunityArrow is the place to be.

Customer Advocacy & Success Manager

Bringing Customer Stories to Life Driving Gaming for Good

ROLE SUMMARY

The Customer Advocacy & Success Manager is responsible for capturing developing and amplifying the real-world success stories of Arrow customers across all markets. This role will oversee eTabs and Paper Pull Tabs and works directly with charitable organizations sales teams and government affairs to showcase the impact of Arrows products on member engagement revenue growth and community support.

This individual serves as the voice of the customer translating on-site experiences into compelling stories that drive sales momentum strengthen regulatory relationships and reinforce Arrows leadership in charitable gaming.

KEY RESPONSIBILITIES

Customer Engagement & Story Development

Conduct regular on-site visits with VFWs American Legions Aeries Moose and other fraternal and charitable partners

Interview club leadership staff and members to uncover:

1. Revenue growth stories
2. Member engagement improvements
3. Community impact outcomes

Capture testimonials quotes and real-life use cases that reflect the mission of Gaming for Good

Content Creation & Storytelling

Develop customer success stories for sales presentations social media and digital campaigns and website and promotional materials

Coordinate with the marketing team to produce:

1. Video testimonials
2. Before/after performance stories
3. Day in the Life club features

Align all messaging and content with Arrows overarching Gaming for Good brand narrative

Sales Team Enablement

Partner with sales representatives on key accounts to identify strong story opportunities

Provide sales with localized relatable success stories to support:

1. New Account Acquisitions
2. Competitive conversions
3. Organic growth conversations

Attend ride-alongs and participate in key customer meetings to capture authentic insights

Government Affairs & Advocacy Support

Supply real customer stories to support regulatory discussions legislative efforts and community impact narratives

Help position Arrow as a trusted partner in the charitable gaming space

Document the economic and social benefits of eTabs adoption for use in advocacy initiatives

Insights & Feedback Loop

Gather field insights on product performance customer satisfaction and competitive positioning

Report trends and opportunities back to sales leadership product teams and operations

Serve as a two-way conduit between the field and internal Arrow stakeholders

SUCCESS METRICS (KPIS)

KPIDescription

Stories Captured - Number of customer success stories captured per month

Sales Utilization - Sales team utilization rate of success stories in pitches and presentations

Account Impact - Contribution to new account wins and competitive conversions

Content Engagement - Engagement metrics on published stories videos and social content

Government Affairs - Usage of customer impact stories in regulatory and legislative efforts

CORE COMPETENCIES

Strong interpersonal and interviewing skills ability to build rapport quickly in the field

Natural storyteller with the ability to simplify complex ideas into compelling narratives

Field-oriented high energy and relationship-driven; comfortable in fraternal and community settings

Ability to translate customer experience into tangible business value

Organized self-directed and KPI-focused with a bias toward action

Collaborative mindset works effectively across sales marketing and government affairs

WHY THIS ROLE MATTERS

This role turns customer success into growth.

By capturing and amplifying real stories from the field we:

Build trust with future customers through authentic peer-to-peer storytelling

Strengthen relationships with regulators by documenting real community impact

Reinforce Arrows leadership in charitable gaming innovation

Bring our mission of Gaming for Good to life every day

Diversity and Inclusion Statement

At Arrow International we are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that embracing our differences makes us stronger more innovative and better positioned to serve our communities. We are proud to be an equal opportunity employer and strive to create an environment where everyone feels welcome supported and empowered to succeed.

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit hire train and promote individuals in all job titles without regard to race color ancestry national origin gender identity or expression sexual orientation marital status religion age results of genetic testing veteran status or physical or mental disabilityexcept where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans with Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application participate in the interview process undergo any pre-employment testing or otherwise take part in the employee selection process please contact us at

#INDS&S