Director of Customer Success

Description

About Us:

Walker Digital Table Systems, LLC (WDTS) innovates and develops products for the Asian and North American gaming markets including the PJM enabled Perfect Pay suite of table games solutions. Perfect Pay combines the accuracy, efficiency, and integrity of an electronic table game with the emotion and excitement of the live dealer table game experience. 

The senior management team within the group comprises, of necessity, highly skilled executives with critical experience in the field of complex system solutions for the casino environment, knowledge of casino and resort operations at the most advanced level and high-level understanding of the strategic importance of solutions which meet the compliance, security, financial integrity and customer relationship needs of resort operators.

Job Summary:

The Director of Customer Success, reporting to the Chief Commercial Officer, is responsible for driving customer satisfaction, retention, and successful implementation by ensuring customers achieve their desired outcomes and maximize the value of the company’s products and services. This role focuses on the entire customer lifecycle—from onboarding through renewal and advocacy—while aligning customer needs with the company’s business objectives. The Director will lead a team of Customer Success Specialists, providing strategic direction, mentorship, and operational oversight.

Job Duties:

Supervisory Responsibilities

• Lead, mentor, and develop a high-performing Customer Success team.
• Establish performance metrics and goals, ensuring alignment with company objectives, and provide constructive and timely performance evaluations.  
• Provide coaching and professional development to enhance team capabilities.
• Foster a customer-centric culture, promoting continuous improvement and best practices.
• Recruit, interview, hire, and train new team members. 
• Oversee the daily workflow of the department.
• Handle discipline and termination of employees in accordance with company policy. 

Customer Lifecycle Management

• Oversee the customer journey, ensuring seamless transitions from prospect to product user.
• Guide customers through onboarding, implementation, and product training to maximize adoption while collaborating cross-functionally with peer departments.
• Establish and track customer goals, ensuring alignment with business objectives.
• Regularly meet with customers to monitor product usage, adoption, and satisfaction.
• Act as a trusted advisor, providing strategic guidance and value-driven recommendations.

Customer Advocacy and Relationship Building

• Serve as the voice of the customer, advocating internally for customer needs and influencing product roadmaps.
• Collaborate with product management, sales, project management, and systems support teams to address customer feedback and improve the overall customer experience.
• Foster strong, long-term relationships with key customer stakeholders, driving loyalty and retention.
• Promote customer advocacy through case studies, testimonials, and referrals.

Metrics and Reporting

• Monitor and analyze key customer success metrics, including:
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Retention and churn rates
• Upsell and cross-sell revenue
• Identify trends, risks, and opportunities to inform customer success strategies.
• Deliver regular reports and insights to senior leadership on customer health and program effectiveness.

Other duties

• Maintain compliance with local employment laws and regulations, and recommended best practices; review policies and practices to maintain compliance.
• Perform other related duties as assigned.

Requirements

Required Skills:

• Leadership: Ability to grow, inspire, motivate, and develop a team.
• Strategic Thinking: Proactive in identifying opportunities and mitigating risks.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences.
• Communication: Excellent verbal and written communication skills, with the ability to influence and collaborate across departments.
• Problem-Solving: Skilled in identifying and analyzing customer challenges in order to provide effective solutions.
• Project Management: Strong organizational skills with the ability to manage multiple priorities effectively. Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well and deliver in a high-paced and at times demanding environment.
• Proficient with Microsoft Office Suite, JIRA, or related software.

Education & Experience:

• Typically requires a Bachelor’s degree in Business, Marketing, or a related field with at least 10 years of experience in customer success, account management, or related roles, and at least 4 years in a leadership capacity. A Master’s degree is a plus.
• Proven track record of driving customer retention, satisfaction, and growth.
• Prior success in building strong relationships with customers.
• Experience with customer success tools (e.g., Gainsight, ChurnZero) and CRM platforms (e.g., Salesforce, HubSpot).
• Strong analytical skills with the ability to interpret data and make data-driven decisions.

Physical Requirements:

• Ability to sit or stand for extended periods while working at a desk or computer station.
• Occasional lifting or carrying of objects weighing up to 25 pounds, such as hardware, equipment, or office supplies, with or without assistance.
• Ability to perform tasks requiring fine motor skills, such as typing, using office equipment, or operating a computer.
• Ability to occasionally travel locally and internationally 10-30% of the time for customer service needs, or site visits, which may involve occasional lifting and walking.
• Ability to participate in in-person meetings and presentations, including standing or moving about a room.
• Must be able to work in an office environment and at customer site locations with varying noise levels and demands.

Job Type

Full-time, salary

Total Rewards

$150,000.00 - $200,000.00 USD annually. Applicable pay within the posted range may vary based on factors including, but not limited to, geographical location, job function of the position, education, and experience of the selected candidate. Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as business results. 

• Medical (HSA), Dental, Vision Insurance
• Employer-provided Group Life Insurance & Long-Term Disability Insurance
• 401k Retirement Plan with Employer Contributions
• Generous Paid Time Off & 15 Paid Holidays
• Discretionary Bonus Plan, based on eligibility

Equal Opportunity

Walker Digital Table Systems, LLC (WDTS) is an Equal Opportunity Employer. We appreciate and welcome the value and contributions of individuals with diverse backgrounds and encourage all qualified individuals to apply.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any aspect of the employment process, please contact hr@wdtablesystems.com. 

Salary : $150,000 - $200,000