VIP Account Manager

About Triumph Triumph is a fast-growing gaming and trading card platform where players compete, rip packs, and chase big moments every day. Our VIP department exists for one reason: to make our most engaged players feel like the most important people on the platform — because to us, they are. We're not a faceless operator with a ticket queue and a canned macro library. Our edge is the relationship. Every VIP player at Triumph has a dedicated account manager — a person they know by name, who knows their story, their play style, and what actually matters to them. That's the moat, and you'd be part of it. The Role As a VIP Account Manager, you'll own a dedicated book of high-value players and be their single point of contact for everything Triumph. You're part concierge, part account manager, part trusted friend — the person they text when they hit a huge pull, when something breaks, or when they just want to talk shop. This is a high-agency, high-ownership role. You truly own your book of business — how you manage it, grow it, and take care of the players in it is up to you. Nobody's going to hand you a script or micromanage your outreach. We'll give you the tools, the data, and the backing; you bring the judgment and the drive. Your players' experience is your job, and your results are yours to own. What You'll Do Own the relationship. Build genuine, one-on-one relationships with your assigned VIP players through daily, personal communication — primarily via text, phone call, and email. You'll know your players better than anyone in the company. Deliver surprise and delight. Coordinate personalized gifting, exclusive perks, event invitations, and memorable moments that players can't get anywhere else. Be the fixer. When your players hit friction — a payout question, a technical issue, a promo that didn't credit — you own it end to end. You escalate fast, follow through, and close the loop personally. Champion responsible gaming. Know your players well enough to recognize when engagement stops being healthy, and act on it. We take this seriously, and so will you. Feed the machine. Share player insights, feedback, and trends with the broader team to shape our VIP program, loyalty offerings, and product roadmap. Work the playbook — and improve it. Follow our SOPs for outreach, escalation, and compliance, and help us make them better as the program scales. Who You Are A natural relationship-builder. People genuinely like talking to you, and you remember the details — the birthday, the favorite team, the pull they're still chasing. Experienced in high-touch player or client management. 2+ years in VIP account management, VIP hosting, player development, iGaming, luxury hospitality, or a comparable high-value client role. Fluent in gaming culture. You understand players — sweepstakes, casino, sports cards, TCG, or adjacent. You speak the language because you've lived it. High-agency and self-directed. You don't wait to be told what to do. You see what your book needs, make the call, and act — then own the outcome, good or bad. Organized under volume. You can manage dozens of active relationships at once without letting anyone feel like a number. Responsive and reliable. VIP players don't operate 9-to-5, and neither does this role. You're comfortable with flexible hours, including some evenings and weekends. High-judgment and discreet. You handle sensitive player information, financial context, and responsible gaming situations with maturity and care. Data-aware. You don't need to build models, but you can read a dashboard, understand what your numbers are telling you, and act on them. Nice to Have Prior experience at a sweepstakes, sportsbook, or online gaming operator. Familiarity with trading cards, breaks, or the collectibles market. Experience with retention metrics, reinvestment strategy, or player value modeling. Familiarity with AI tools (Claude, ChatGPT, etc.) and a knack for using them to work smarter — drafting, summarizing, analyzing, automating the busywork. What We Offer Competitive base salary. Real ownership from day one — a small, senior team where your voice shapes the program. A front-row seat at one of the fastest-growing platforms in the space. The chance to build the kind of VIP program bigger operators can't: personal, fast, and actually fun. Competitive salary and benefits, healthcare, vision, dental, 401k, etc.