Senior Strategic Customer Success Manager, Gaming & Prediction

📋 Description

• • Serve as the strategic partner and trusted advisor to enterprise customers in the gaming (sportsbook) and predictions verticals, building deep relationships with executives and operational stakeholders across customer organizations.
• • Act as the primary internal advocate for customers, ensuring their needs directly influence product development, support priorities, and go-to-market strategies.
• • Lead joint success planning sessions to align customer business goals with Socure’s identity verification and fraud prevention solutions, translating adoption signals into measurable business outcomes.
• • Conduct executive business reviews (EBRs) using data-driven insights on ROI, solution performance, and roadmap alignment to reinforce customer confidence and strategic value.
• • Facilitate model governance forums to ensure transparency, compliance, and ongoing confidence in solution performance, particularly in regulated gaming environments.
• • Design and lead cross-line-of-business and global alignment programs that unify strategy and execution across customer divisions, regions, or departments.
• • Own the holistic view of customer health by integrating adoption metrics, engagement data, and satisfaction scores to proactively identify and mitigate churn risks.
• • Manage and resolve critical customer escalations with urgency, transparency, and cross-functional coordination to maintain trust and ensure seamless experiences.
• • Drive operational excellence by ensuring customers receive timely support, guidance, and resources across all stages of their journey with Socure.
• • Identify and cultivate customer advocacy opportunities, including references, case studies, and participation in advisory boards or industry events.
• • Channel customer feedback directly into product innovation and roadmap planning, bridging the gap between frontline insights and product teams.
• • Mentor junior Customer Success team members, fostering a culture of learning, high standards, and strategic engagement across the organization.
• • Partner closely with Account Executives to provide health insights that inform renewal and expansion strategies, contributing directly to Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) growth.
• • Work in close alignment with Solution Consultants to interpret technical adoption patterns and connect them to customer business outcomes, ensuring consistent messaging and execution.
• • Position Socure’s solutions as enablers of customers’ most critical business initiatives, particularly around compliance, risk reduction, and operational efficiency in high-volume gaming environments.
• • Maintain structured reporting and communication cadences with customers and internal stakeholders to ensure visibility, accountability, and alignment across all parties.
• • Lead initiatives that promote scale, benchmarking, and operational excellence, helping customers deploy solutions enterprise-wide with consistency and confidence.
• • Set the standard for strategic enterprise engagement by delivering clear, actionable, and insight-rich customer experiences that reinforce long-term partnership and trust.