Customer Relations Manager

Join GAN's dynamic Customer Relations Team and play a key role in shaping the success of our customers across Simulated Gaming (SIM), Real Money Gaming (RMG), and Sportsbook (SB) businesses. As a Customer Relations Manager , you'll serve as a trusted advisor and strategic partner, building strong relationships with customers while helping them maximize the value of GAN's products and services.

In this highly collaborative role, you'll act as the primary liaison between customers and internal teams, partnering closely with Product, Project Management, Software Delivery, Development, Marketing, Business Intelligence, Customer Service, Finance, IT Support, and Organizational Transformation. Your ability to understand customer needs, align stakeholders, and drive successful outcomes will be instrumental in delivering exceptional customer experiences and fostering long-term partnerships.

From onboarding and implementation to feature releases, product launches, and ongoing support, you'll oversee the full lifecycle of customer initiatives. You'll proactively solve challenges, identify opportunities for growth and product adoption, and ensure projects are delivered with excellence every step of the way.

If you're a highly organized, customer-focused professional who enjoys building relationships, managing complex initiatives, and thriving in a fast-paced technology, gaming, or sports betting environment, we'd love to have you join our team.

Core responsibilities

• Serve as the primary point of contact and trusted advisor for assigned customer accounts, building strong relationships with key stakeholders and fostering effective communication between customers and internal teams.
• Manage the full lifecycle of customer initiatives, including onboarding, implementation, feature development, testing, launches, and post-launch support, ensuring projects are delivered on time, within scope, and in compliance with quality standards.
• Coordinate cross-functional teams to drive successful project execution, balancing customer expectations, business priorities, and operational requirements.
• Monitor customer satisfaction, performance metrics, and key performance indicators (KPIs), providing regular updates on project status, product roadmaps, and open issues.
• Identify opportunities for account growth, increased product adoption, and value-added solutions that support long-term customer success.
• Partner closely with Product, Engineering, Delivery, Customer Support, and other internal teams to resolve issues, communicate risks and mitigation strategies, and champion customer feedback to drive continuous improvement.
• Lead customer and internal meetings, including project kickoffs, training sessions, status meetings, and business reviews, ensuring clear communication and alignment among all stakeholders.
• Maintain accurate project documentation, customer records, knowledge bases, and communication materials to support transparency, efficiency, and successful customer outcomes.

Experience and key competencies

Required

• 3-5 years of experience in Customer Success, Customer Service, Account Management, Project Management, or a related field within B2B software, technology, gaming, sports betting, or similar industries.
• Demonstrated experience managing complex customer relationships and overseeing projects through the full lifecycle, from onboarding through implementation and ongoing support.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong relationship-building and interpersonal skills, with a customer-first mindset and the ability to collaborate effectively across cross-functional teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced, evolving environment.
• Working knowledge of APIs, web technologies, mobile applications, software development lifecycles (SDLC), and Agile methodologies.
• Proficiency with project and collaboration tools such as Jira, Confluence, Microsoft Office, and Google Workspace.
• Ability to obtain and maintain all required tribal and state gaming licenses.
• Valid passport and ability to travel as business needs require.

Preferred

• Bachelor's degree in Business, Technology, Communications, or a related field.
• Experience in online gaming, sports betting, iGaming, or other fast-paced B2B/B2C technology environments.
• Exposure to product development processes and cross-functional product teams.
• Experience supporting customer growth initiatives, commercial strategy, account expansion, or business development activities.
• Familiarity with customer analytics, performance reporting, and identifying opportunities to increase product adoption and customer value.

Think of this job ad as more of a friendly guide than a rigid 'must-have' list. We're well aware that no one will tick all the boxes, so feel free to apply even if you're not a perfect match - we love close matches too!


Our benefits, Your happiness

• Recharge with our comprehensive PTO program and company-paid holidays, ensuring you have time to rest and recharge.
• Enjoy peace of mind with our paid parental leave, supporting you through the joys of parenthood.
• Prioritize your well-being with extensive health, dental, and vision coverage.
• Benefit from financial security through our short-term and long-term disability insurance, as well as life insurance.
• Plan for your future with our competitive 401(k) matching contributions.
• Enhance your professional growth with our robust Supplemental Training Program, which includes training sessions and company-wide knowledge-sharing opportunities.
• Thrive in a culture that values innovation and independence, celebrating success in a diverse and multicultural environment where you'll collaborate with talented professionals from around the world.

Travel Requirements:

This role may require up to 40% travel for US based customer support. The possibility for international travel exists for collaboration with GAN teams, therefore a valid and current passport must be maintained.


Compensation

Salary range: $98,000 - $155,000 annually; with final offer based on experience and dependent on the region in which the right candidate is located.

Recruitment flow

• First Interview - Second Interview - Third Interview - Offer
• Start date: ASAP

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are!


Location

U.S. Remote (East Coast)

Department Customer Success Locations U.S Remote Remote status Fully Remote