Customer Success Director - Live

Founded in 1999 and premium listed on the Main Market of the London Stock Exchange, Playtech is a technology leader in the gambling industry with over 7,000 employees across 20 countries.

Playtech is the gambling industry's leading technology company delivering business intelligence-driven gambling software, services, content, and platform technology across the industry's most popular product verticals, including casino, live casino, sports betting, virtual sports, bingo and poker.

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech’s overall commitment to responsible business practices.

Read more about who we are and what we do here: www.playtech.com & www.playtechpeople.com

We are seeking a high-impact Customer Success Director - Live to lead the commercial and operational evolution of our North American B2B partnerships. In this role, you will be the primary bridge between our global R&D hubs and our US-based iGaming operator partners. 

You aren’t just managing a relationship; you are an embedded consultant helping the world’s leading sportsbooks and casinos optimize their Live Casino ecosystems. From the floor of our state-of-the-art studios to C-suite boardroom presentations, you will drive value, local strategy, and sustainable revenue growth. 

What You’ll Be Doing 

• Customer Success & Value Delivery: Act as the primary commercial and operational consultant for US-based partners, ensuring they receive a best-in-class B2B Live Dealer service and maximum ROI.
• Strategic Market Alignment: Liaise with international creative and R&D teams to localize products (Live Table Games, Game Shows) specifically for the nuances of the US market.
• Operational & Studio Oversight: Conduct regular studio tours and site visits, collaborating with Studio Managers to implement customer-specific improvements and operational excellence.
• Growth & Upselling: Proactively identify and close opportunities for revenue growth, including dedicated studio environments, new table types, and localized dealer options.
• Business Intelligence & Reporting: Deliver advanced BI insights to partners. You will analyze functional metrics to help them optimize seat occupancy, betting limits, and player retention.
• Sales Support: Partner with the Business Development team during high-value pitches, providing the operational "proof of concept" and product expertise needed to win new business.
• Competitor Analysis: Maintain a pulse on the North American B2B landscape to ensure our technology and studio offerings remain the superior choice for operators.

Who You Are 

• Minimum Experience: At least 5 years of relevant professional and industry experience is required.
• Experienced Industry Professional: You bring senior-level commercial or operational experience from a North American iGaming operator or B2B provider, with a deep focus on the Live Dealer/Table Games vertical.
• Commercial Strategist: You have a proven track record of managing partner success and driving upselling initiatives through a consultative, data-driven approach.
• Operational Mindset: You understand the "mechanics" of a live studio, from game presentation standards to technical delivery and table management.
• Data Literate: You are proficient in Power BI or Tableau, with the ability to translate complex gaming data into actionable insights for partners.
• Strong Communicator: You are an exceptional presenter, comfortable influencing C-suite executives at major US sportsbooks and casino operators.
• Technically Savvy: You are familiar with Atlassian Jira and Confluence for managing cross-functional projects with global R&D teams.
• Regulatory Expert: You possess a strong grasp of North American regulatory requirements for live-streamed casino content and state-level compliance.
• Willing Traveler: You are ready to hit the road, with the ability to travel frequently to domestic studio locations and client offices.

Location & Residency Requirements

• Residency: Candidates must reside in NJ, NY, CT or PA at the time of hire.

Compensation and Benefits

• Salary Range: $160,000 – $220,000 per year.• Individual pay is determined by various factors, including work location, years of experience, and core competencies.

• Other Compensation: Eligible for an Annual Bonus based on individual and company performance metrics.
• Health & Wellness: Comprehensive medical, dental, and vision insurance. Includes access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Income Protection: Company-paid Long-Term Disability (LTD), Short-Term Disability (STD), and Life Insurance.
• Retirement: 401(k) plan with a 4% company match.
• Paid Time Off: 12 days of vacation and 5 days of sick time annually.

Accommodations & Equal Opportunity

If you need reasonable accommodation and/or assistance during the application and hiring process, applicants can contact the Playtech-People & Culture Team for assistance at [email protected]. Our team will be happy to help! 

Playtech is an equal opportunity employer. All qualified applicants will receive consideration of employment equally without regard to age, ancestry, colour, gender identity or expression, national origin, physical or mental disability, protected veteran, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances