Customer Success Manager - Gaming

Summary

Join Trustly's North America Customer Success team as a Customer Success Manager, Gaming, and build impactful relationships with gaming merchants. You will be integral to Trustly's growth, managing the post-sale process and aligning Trustly's products with merchant success criteria to drive revenue and reduce costs. Collaborate with payment experts to establish strong customer partnerships and build brand awareness. Work with various internal teams (Sales, Product, Engineering, etc.) to ensure successful deployments and ongoing customer success. This role requires 3+ years of experience in Customer Success, Relationship-Based Sales, or Management Consulting focused on payment products, along with experience managing large iGaming or Sports Betting accounts. The position offers a competitive salary, bonus plans, stock options, and a comprehensive benefits package including flexible PTO, various insurances, and parental leave.

Requirements

• 3+ years of experience in Customer Success, Relationship-Based Sales or Management Consulting focused on payment products
• Experience with advanced CRM tools, Salesforce preferred
• Experience managing large iGaming or Sports Betting accounts with penetration into multiple customer functions; Experience in the gaming industry with a mastery of end user products
• Ability to successfully manage multiple client interactions and projects with high quality and grace under pressure
• Ability to leverage your business acumen to assess client needs and drive outcomes
• Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption
• Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, Sales, Risk, Support) and multiple geographies to drive the outcomes needed to ensure success
• Excellent executive presence and communication skills
• Intellectually curious with an analytical mindset, and accompanying skills with Microsoft Excel, PowerPoint, Google Suite to generate deliverables
• Experience in working with complex technologies (fintech/online payments preferably)
• Experience working in a fast-paced, dynamic and rapidly changing startup environment

Responsibilities

• Act as the primary business point of contact for a portfolio of iGaming and sports betting merchants and serve as a trusted consultant on their behalf
• Understand and articulate the merchant’s executive priorities and define initiatives where Trustly’s product offering can drive incremental business value
• Capture and document all necessary customer information to include historical contacts and organizational success mapping
• Analyze and interpret merchant performance (e.g., conversion, share of checkout, FIC connection, net losses)
• Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights
• Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing
• Conduct regular business reviews with merchants and internal stakeholders
• Work with Sales, Product, Engineering, Business Intelligence and Marketing to ensure deployments lead to sustained customer value and ongoing customer success
• Collaborate and share customer feedback with internal Product, Engineering, and other cross-functional colleagues to enhance ongoing product development efforts
• Keep up with industry trends and develop a deep understand of customers and competitors
• Become an expert on Trustly’s payments and data solutions
• Anticipated travel of 15%

Preferred Qualifications

Experience with Tableau, QlikSense, ThinkCell preferred

Benefits

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!