Account and Customer Success Manager

Position:
Account and Customer Success Manager

Company:
Aristocrat

Location:
Bulgaria, Sofia

Employment type:
Full time

Work Arrangement:
Hybrid

Short Summary:
Join Aristocrat as an Account and Customer Success Manager, supporting customer growth and success while fostering long-term relationships in a collaborative environment.

Responsibilities:
- Function as the lead contact for designated accounts, developing and preserving strong, trust-based relationships.
- Ensure high levels of customer happiness and success, retention, and advocacy by understanding customer needs and addressing them proactively.
- Lead daily operational communication, coordinating with delivery, product, studio, operations, and finance teams.
- Supervise open items, actions, and commitments to ensure timely follow-up and support the onboarding of new customers.
- Identify upsell and growth opportunities, supporting commercial discussions, renewals, and scope expansions.
- Monitor account performance, preparing updates, reports, and internal briefings.
- Analyze account data, performance trends, and customer feedback to anticipate expectations and concerns.
- Translate customer needs into clear internal requirements, supporting planning, forecasting, and roadmap alignment.
- Function as an intermediary between customers and AI teams, helping to drive continuous process refinement.
- Share insights and guidelines across the team, encouraging a positive and collaborative team culture.

Requirement:
- Strong sense of ownership and accountability, capable of working independently and handling multiple priorities.
- Highly organized, structured, and reliable with an analytical approach and attention to detail.
- Excellent communication skills, both written and verbal, with the ability to establish trust and long-term relationships.
- Hands-on teammate with a collaborative approach, passionate about helping customers succeed.
- Proactive, curious, and driven to resolve challenges, comfortable navigating ambiguity and complexity.
- Experience in account management, customer success, or client-facing roles, with a strong advantage for those experienced in complex products or services.
- Proficient with data and reporting tools such as Excel, BI tools, CRM, Monday board, Sales Force, and Jira.
- Background in B2B, technology, gaming, or regulated industries is a plus.
- Proficient in English, with additional languages being an asset.

Benefits:
- Opportunity to grow into a senior account role with real ownership and impact on customer success and company growth.