Customer Relations Manager

The Job in a Nutshell

The Customer Relations Manager is responsible for owning and managing relationships with assigned customers across GAN’s Simulated Gaming (SIM), Real Money Gaming (RMG), and Sportsbook (SB) businesses. Acting as the primary point of contact and trusted advisor, this role serves as the bridge between customers and internal teams, ensuring successful project delivery, operational excellence, and long-term customer satisfaction. Working closely with Product, Project Management, Software Delivery, Development, Marketing, Business Intelligence, Customer Service, Finance, IT Support, and Organizational Transformation, the Customer Relations Manager helps ensure customer needs are understood, prioritized, and successfully delivered.

This role combines customer relationship management, project coordination, product guidance, and technical collaboration to oversee the full lifecycle of customer initiatives—from onboarding and implementation through feature releases, launches, and ongoing support. The Customer Relations Manager proactively resolves challenges, aligns stakeholders, identifies opportunities for growth and product adoption, and drives successful customer outcomes. The ideal candidate is highly organized, customer-focused, and comfortable managing complex projects and stakeholder relationships in a fast-paced technology, gaming, or sports betting environment.

Core responsibilities

Serve as the primary point of contact and trusted advisor for assigned customer accounts, building strong relationships with key stakeholders and developing effective communication channels between customers and internal teams. Manage the full lifecycle of customer projects, including onboarding, implementation, feature development, testing, launch, and post-launch support, while coordinating cross-functional teams to ensure timelines, deliverables, quality standards, and compliance requirements are met. Monitor customer performance, satisfaction, and key performance indicators, providing regular updates on progress, roadmaps, and issues while identifying opportunities for growth, upselling, and increased product adoption. Collaborate closely with Product, Engineering, Delivery, Customer Support, and other internal teams to resolve customer issues, communicate risks and mitigation strategies, and relay customer feedback to support continuous improvement. Lead customer and internal meetings, including project kickoffs, training sessions, status updates, and business reviews, while maintaining project documentation, knowledge bases, and communication materials to ensure alignment and successful customer outcomes.

Experience and key competencies

Candidates should have 3–5 years of experience in customer success, customer service, account management, or project management within B2B software, technology, gaming, sports betting, or related industries, with demonstrated experience managing complex customer engagements and full project lifecycles. The ideal candidate will possess strong communication, relationship-building, and interpersonal skills, with the ability to translate technical concepts for diverse audiences and effectively collaborate across teams. They should be highly organized, detail-oriented, adaptable in fast-paced environments, and capable of balancing multiple priorities. Technical knowledge should include familiarity with APIs, web technologies, mobile applications, software development lifecycles (SDLC), and Agile methodologies, along with proficiency in tools such as Jira, Confluence, Microsoft Office, and Google Workspace. A bachelor's degree is preferred. Candidates must be able to obtain and maintain applicable tribal and state gaming licenses, as well as a valid passport. Preferred qualifications include experience in product development, online gaming, sports betting, or other fast-paced B2B/B2C technology environments, along with exposure to commercial strategy, customer growth initiatives, or business development activities.

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: $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)