Role

Director of Customer Success

An empathetic, collaborative and ambitious individual.

About us

Future Anthem is the market leader in Game Data Science, using AI and machine learning to provide actionable intelligence to help our customers – games studios and casino operators - grow responsibly with measurable improvements that enhance the casino player experience for everyone.

Future Anthem is a team of intelligent, inquisitive and talented people with a passion for data and results.

We offer a positive flexible working culture and the opportunity to work with the latest technologies in an exciting industry that is constantly evolving.

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About the role

This is an exciting opportunity to be the first Customer Success leader in a rapidly growing company.

In this position, you will help customers embrace Future Anthem’s revolutionary solution to enhance their personalisation and safer gambling capabilities. In addition you will develop the CS framework and later on lead a world-class CS team and help drive customer satisfaction, product adoption, and business growth.

You will collaborate with Sales, Product, Data Science and other teams. As our Director of CS, you will be reporting to the VP Sales and Success.

 

Ideal candidate

  • Dynamic & “start-up” like mindset.
  • With a work experience of 5-15 years in technology or gaming companies (preferably at least 1 year in SaaS).
  • You've managed customers and processes before and oversaw significant budget/strategic value. Preferably managed people before.
  • Customer obsessed - can demonstrate cases where their empathy for customers generated success.
  • Organised with an analytical and process-oriented mindset.
  • A liking and affinity to data, including how you can use data and data solutions to drive measurable results.
  • Strong numerical capabilities and analytical capabilities to work in a data-driven environment.

 

What you'll do

  • Build, lead and expand Future Anthem's Customer Success activities through strategy and success KPIs along with hiring, coaching, and developing a world-class team.
  • Drive customer lifetime value through customer journey; bring programs to help drive business value to customers, customer goal achievement, new features, and new use-cases.
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
  • Architect the Customer Success activity for scale (methodology, customer journeys, personalisation).
  • Identify upsell opportunities and engage with leaders at customers organizations to define goals and leverage our products and services to achieve them.

 

Qualities we're looking for

  • At least 4 years' experience in customer facing roles in B2B
  • 2 years in Customer Success/ Account Management/ Professional Services
  • Fluent in written and spoken English
  • Outstanding presentation skills
  • Experience with CS or support tools
  • Genuine interest and understanding of the value drivers in recurring revenue business models
  • A desire to ask difficult questions in order to identify the value of every opportunity
  • Ability to learn technical concepts and eloquently convey their value to potential customers
  • Location: Future Anthem is working remotely for the near future. The candidate should preferably reside either in the UK, Malta or Israel but suitable candidates in other European locations would be considered

 

Join the team