Customer Success Manager

Summary

We are seeking talented individuals to work as part of our Client Solutions team, focusing on the ongoing success and satisfaction of our clients after they have gone live with any of our Insight offerings.

The Client Success Manager role utilizes a wide range of relationship management, analytical, and communication skills to ensure clients are realizing the full value from our software. This work includes understanding client workflows, monitoring usage and health, driving adoption, providing targeted training, and coordinating with internal teams to address issues and opportunities. In addition, the Client Success Manager will work closely with Sales, Product & Tech, Support, and Services to advocate for client needs and ensure a seamless ongoing experience.

We view this as a key role within our organization. Working closely with the Director of Client Solutions, this role will amplify our clients’ voices, protect and grow the value they receive from the software, and help strengthen CCT’s long‑term partnerships and reputation in the gaming industry.

• Serve as the primary point of contact for assigned clients post‑implementation, building trust‑based relationships with key stakeholders.
• Maintain a regular communication cadence (virtual and on‑site) to review system usage, workflows, and satisfaction.
• Assess client health, usage trends, and workflows to identify adoption gaps, risks, and optimization opportunities.
• Develop and maintain client‑specific success roadmaps aligned with operational goals and desired outcomes.
• Provide targeted virtual and on‑site training and education based on observed needs and new feature releases.
• Document client interactions, workflows, enhancement requests, and issues, and communicate them to internal teams.
• Collaborate with Sales, Support, Services, and Product & Tech to coordinate solutions and share client insights.
• Maintain accurate and comprehensive client records, action items, and risk indicators in the CRM and track follow‑through.

• Maintain a disciplined approach to planning, follow‑up, and documentation for all client engagements.
• Demonstrate a client‑centric mindset while balancing client needs with company objectives and constraints.
• Build strong relationships across a wide range of client roles, from end users to executives.
• Apply analytical thinking to interpret data, identify trends, and make informed recommendations.
• Work independently while collaborating effectively within the broader Client Solutions and project teams.
• Be willing to work extended hours on a sporadic basis when client needs or critical issues require it.
• Communicate ideas clearly and confidently, tailoring messaging to technical and non‑technical audiences.
• Proactively identify at‑risk clients and potential issues before they become critical.

• Bachelor’s Degree in Business, Hospitality, Accounting, Finance, or related field.
• 2–5 years of applicable experience in Customer Success, Account Management, or similar client‑facing role.
• Excellent written and oral communication skills, including clear documentation and meeting notes.
• Strong analytical skills with the ability to read, interpret, and manipulate data; proficiency with Excel and/or data tools.
• Experience with CRM platforms required;
  Hub Spot experience preferred.
• Ability to work as part of a project team structure and coordinate with multiple internal departments.
• Ability to work on‑site at client locations throughout North America; travel expectations ~40–50%.
• Ability to pass stringent background check.

Founded in 2012, CCT pioneered revenue audit automation for land‑based casinos, eliminating manual reconciliation processes and improving financial visibility. The company’s flagship platform, Casino Insight, provides a detailed, audit‑ready view of cash transactions across the casino floor, ensuring compliance, operational efficiency, and fraud prevention. Today, CCT serves over 300 casinos across the United States, Canada and the Caribbean, helping operators streamline financial workflows and reduce audit‑related labor costs.