Customer Success Manager - Sportsbook - LATAM

Location:          Medellin, Colombia


  • Manage sportsbook customer accounts, as directed, in LATAM to ensure customer requirements are understood, demands met and issues dealt with and resolved effectively and promptly
  • Have a broad understanding of the clients’ organisations and build strong relationships with contacts in their business
  • Assist team across your region in retaining and upselling allocated customers, as well as identifying and closing new business opportunities
  • Responsibility for formulating key commercial strategies via Account Plans to drive revenue growth across our customer base in conjunction with Senior CSMs and Business Development Managers (BDMs)
  • Working closely with Implementation team to ensure onboarding process for customers is timely, transparent and efficient
  • Use analytical skills to identify and solve complex problems, liaising with the customer, the operations team and all other areas of the business worldwide
  • Ensure the speedy closure of deals, execute internal plans to completion and drive issues through to a resolution in consultation with Senior CSMs and/or Business Development Managers
  • Monitor customer performance against SLAs and internal targets and report findings to the business, as well as monitor contractual delivery both by customers but also by Genius Sports
  • Liaise with trading and support teams to monitor any issues that arise, identifying and escalating important issues as necessary
  • Proactively support the Commercial Team with special/internal projects
  • Responsible for formalising and maintaining regular client feedback systems
  • Form an important bridge across many aspects of our business and work closely with teams based at other offices worldwide
  • Diligent, timely and comprehensive reporting on all activities as required


Required Experience & Skills

  • 3+ years in Sales / Customer Success / Account Management role
  • Deep understanding of the LATAM sports betting and online gaming industry Experience in any of the following industries is preferable: Sports Betting/On-line gaming, SaaS, Technology, Media, Telecoms, Ecommerce or in a similar fast-moving/tech company offering a bespoke product/ service
  • Successful experience in retaining and upselling customer base
  • Proven track record in utilizing processes and tools critical to Customer Success
  • Effective and comprehensive use of Power BI, and Salesforce
  • Outstanding communication skills and a clear priority in providing excellence in customer service
  • Proven ability to problem solve and drive issues through to a timely resolution
  • A collaborative approach and able to foster effective stakeholder relationships
  • Committed to excellence and providing a superior customer experience
  • Demonstrates adaptability in fast-paced environment
  • Language skills: bi-lingual English/Spanish mandatory; Portuguese a plus
  • A passion for sports, betting and data


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