head of customer success for sportsbook technology

Описание: Altenar provides sportsbook technology and managed services to gaming operators internationally, helping them build and grow competitive sportsbook businesses.

Задачи:

• Own customer satisfaction, relationship health, retention, renewals, and account expansion
• set quarterly and annual objectives and KPIs Build and lead the Customer Success function, defining roles, reporting lines, performance standards, and ownership of strategic relationships
• Partner with Account Management leadership, which retains direct management of AM teams and day-to-day service delivery
• Coach Customer Success talent, strengthen commercial and sportsbook product expertise, and build a culture of accountability and proactive customer development
• Define joint working practices with Account Management: AMs own functional, back-office, and operational customer communication
• Customer Success owns business outcomes, strategic engagement, and growth opportunities
• Agree information-sharing and escalation protocols
• Establish structured methods for evaluating customer requests, business impact, and priorities
• Work with Product, Trading, Technology, and Account Management leaders to balance customer expectations, contractual commitments, delivery capacity, and Altenar’s roadmap
• Build strategic relationships with executive, commercial, and product decision-makers using customer segmentation, success plans, stakeholder maps, and regular business reviews
• Personally support strategic accounts, senior relationships, complex negotiations, and material relationship risks while preserving operational ownership within Account Management
• Identify renewal risks well before contract expiry, demonstrate measurable customer value, and secure longer-term commitments
• Negotiate multi-million-euro agreements, renewals, and expansions, protecting profitability while delivering compelling customer outcomes within agreed approval authority

Требования:

• At least 8 years of relevant experience in B2B iGaming
• Proven experience leading Customer Success or strategic account development teams and delivering retention and existing-account growth
• Deep knowledge of sportsbook products, back-office functionality, trading operations, and operator needs
• Strong commercial track record, including major customer negotiations, renewals, and expansions
• Ability to establish KPIs, account governance, and effective cross-functional processes without relying on direct management of Account Managers
• Excellent leadership, executive stakeholder management, communication, and negotiation skills
• Будет плюсом: Experience in sportsbook technology or managed services

Условия:

• Stable and flexible working environment
• Career growth opportunities
• Training and professional development events
• Health insurance for employees and close family members
• Teamwork and accountability
• Sense of community and defined company culture
• International work environment and diverse workplace
• Modern, comfortable office in the centre of St Julians
• Corporate parking near the office
• Gym reimbursement after successfully passing the probationary period