Manager, Customer Success

Job Description

Job Description

Location: Remote | Travel: Up to 40%

Pavilion Payments is seeking a Manager of Customer Success to lead and strengthen our Relationship Management function.

In this role, you’ll lead a team of experienced Relationship Managers across multiple regions and serve as a strategic partner to the VP of Customer Success. You’ll help the team build stronger customer relationships, navigate challenges, and deliver a consistent customer experience—while also helping shape where the Customer Success organization goes next.

We’re looking for a customer-focused leader who brings together people leadership, operational insight, and strategic thinking. Experience in casino gaming is strongly preferred, along with the confidence to work across departments, ask difficult questions, and move customer-impacting issues forward.

What You’ll Do

• Lead, coach, and develop a geographically dispersed team of experienced Relationship Managers.
• Establish clear goals, reinforce accountability, and support the team’s continued growth and performance.
• Drive Customer Success metrics, program goals, and customer satisfaction results.
• Coach Relationship Managers on customer engagement, account strategy, issue resolution, and overall relationship effectiveness.
• Participate in customer meetings, Quarterly Business Reviews, Voice of the Customer discussions, and strategic account conversations.
• Travel alongside Relationship Managers to observe customer interactions, provide feedback, and identify opportunities to strengthen customer relationships.
• Ensure the team understands each customer’s business, operating environment, priorities, and measures of success.
• Partner with internal teams to escalate customer concerns, remove roadblocks, and drive issues toward resolution.
• Lead and support strategic Customer Success initiatives.
• Identify opportunities to improve team effectiveness, internal collaboration, customer engagement practices, and the overall customer experience.
• Provide leadership with insight into team performance, customer trends, emerging risks, and areas requiring attention.
• Serve as a strategic thought partner to the VP of Customer Success and step in on their behalf when appropriate.
• Help shape the future of the Customer Success organization while building the knowledge and leadership capabilities needed to take on broader responsibilities over time.

What You’ll Bring

• 5+ years of progressive experience in customer success, relationship management, account management, casino operations, or another customer-facing function.
• 3+ years of experience leading, coaching, or developing experienced customer-facing professionals.
• Experience in the casino gaming industry is strongly preferred.
• Experience in casino operations, gaming technology, FinTech, payments, or a related industry is highly desirable.
• Experience leading a geographically dispersed or remote team.
• Experience participating in or leading executive customer meetings, Quarterly Business Reviews, account reviews, or Voice of the Customer discussions.
• The ability to influence across departments and move customer-impacting issues toward resolution.
• The confidence to provide honest feedback and navigate challenging employee or customer conversations professionally.
• Strong strategic thinking with the ability to balance immediate customer needs and longer-term organizational priorities.
• Experience leading initiatives and managing change while maintaining team clarity, accountability, and engagement.
• Strong written, verbal, presentation, and interpersonal communication skills.
• A curious, growth-oriented mindset and a genuine interest in learning the business and pursuing broader leadership responsibility.
• Bachelor’s degree in Business, Hospitality, Finance, Marketing, or a related field preferred; equivalent relevant experience will be considered.
• Ability to travel up to 40% based on the Relationship Manager's and customer's needs.

Pavilion Payments

Pavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across their physical and digital properties. Our payment solutions enable safe, secure, and trusted cash access at the cage, on the casino floor, and online. Our compliance, security, and analytics solutions provide additional automation, risk protection, and visibility across gaming properties.

Perks & Benefits

• A company focused on team building and career growth
• A fun, friendly, and customer-focused team
• Excellent benefits, including health, dental, vision, 401(k) match, and more

Pavilion Payments provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis protected by law.