Customer Success Manager,gameLM

Location: New Jersey / New York, USA (Hybrid – minimum 3 days per week in office)

Reports to: Chief Operating Officer (Co-Founder)

Travel: Occasional travel required for client visits and company meetings

Focus: Global Client Base

Conduet is a leading provider of AI‑powered customer service technology for the iGaming and Sports Betting industry. Our platform, gameLM, is purpose‑built for iGaming and sports betting operators — helping them transform how their customer service teams handle player enquiries across voice, chat, and email, whether those teams are onshore, offshore, or a mix of both.

We are growing our global footprint and seeking a Customer Success Manager to own and deepen our client relationships and help define how customers realize value from our AI platform gameLM.

This is a founding, high‑impact role at the heart of Conduet's client operations. As our first Customer Success Manager for gameLM, you will own the end‑to‑end client relationship — from the very first proof of concept through to live deployment and long‑term account growth.

Your clients' primary contacts will be Heads of Customer Service, Customer Service Operations leads, and the technology stakeholders who manage the tools and platforms their teams run on.

You will need to be credible with all of them — commercially with the operational leads, technically with the integration teams.

• Lead discovery workshops with new clients to define requirements, success metrics, and implementation scope.
• Own the implementation plan end‑to‑end — milestones, timelines, and cross‑functional delivery.
• Validate integrations across voice, chat, and email channels, ensuring gameLM is correctly embedded into the client's agent workflows and performing to spec.

• Own and develop trusted, long‑term relationships with our global clients.
• Serve as the primary point of contact across the full client lifecycle: POC, onboarding, go‑live, and ongoing success.
• Proactively manage client health — identifying risks early, developing mitigation strategies, and resolving issues before they escalates.
• Conduct regular check‑ins and Quarterly Business Reviews, reporting on outcomes against agreed KPIs.

• Identify and shape expansion opportunities within existing accounts — new use cases, additional modules, new channel integrations, and sports book connectivity.
• Partner with leadership on renewal and upsell strategy.

• Act as the structured internal champion for clients — bringing organized, prioritized feedback into product discussions and roadmap planning.
• Collaborate with the Product team to translate real‑world operator pain points into actionable requirements.

• 3–5 years in a client‑facing Customer Success, Technical Account Management, Implementation Management, or Solutions Engineering role — within a SaaS, AI, or contact centre technology environment.
• Demonstrable experience owning proof of concepts (POCs) end‑to‑end.
• Proven track record managing complex enterprise or mid‑market implementations from initial onboarding through to go‑live and long‑term account growth.
• Technical fluency — comfortable discussing API integrations, system configurations, and workflow automation with both technical and non‑technical stakeholders.
• Strong project management skills; able to manage multiple concurrent client engagements.
• Excellent communication and presentation skills.
• Located in the New Jersey / New York area (minimum 3 days per week in office).

• Experience in iGaming, sports betting, or contact center technology.
• Experience with AI, conversational AI, or customer service automation platforms.
• Experience building Customer Success or implementation processes from scratch in a high‑growth environment.

• Be the founding Customer Success Manager for one of the most exciting AI platforms in gaming — with real influence over how the function is built from the ground up.
• Work directly with the COO (Co‑Founder) in a high‑visibility, high‑impact role from day one.
• Shape the product roadmap as the voice of the customer.
• Join a global team spanning the US, UK, and APAC at an inflection point in Conduet's growth.
• Competitive base salary with performance‑based incentives.