Head of Customer Success

Altenar provides sportsbook technology and managed services to gaming operators internationally, helping customers build and grow competitive sportsbook businesses.

Reporting to the company-wide Director of Operations, with significant interaction with Altenar’s

founders, we are seeking a Head of Customer Success with at least 8 years of relevant experience and an outstanding track record of developing customer relationships, building high-performing teams and growing existing accounts within iGaming.

This senior leadership role will shape how Altenar retains and develops customers across Europe, North America, Africa and Asia. The Head will lead the Customer Success function and partner closely with the separately managed Account Management organisation to connect excellent day-to- day service with strategic customer value, early renewals and sustainable revenue growth.

Key Responsibilities

• Own customer retention and growth. Take accountability for customer satisfaction, relationship health, retention, renewals and account expansion. Set clear quarterly and annual objectives and KPIs.
• Build the Customer Success function. Structure and lead Customer Success with clear roles, reporting lines, performance standards and ownership of strategic relationships. Partner with Account Management leadership, which retains direct management of AM teams and day-to-day service delivery.
• Lead and develop high-performing teams. Coach Customer Success talent, strengthen commercial and sportsbook product expertise, and build a culture of accountability and proactive customer development.
• Establish clear customer governance. Define joint working practices with Account Management: AMs own functional, back-office and operational customer communication; Customer Success owns business outcomes, strategic engagement and growth opportunities. Agree information-sharing and escalation protocols.
• Create scalable customer processes. Establish structured methods for evaluating customer
• requests, business impact and priorities. Work with Product, Trading, Technology and Account Management leaders to balance customer expectations, contractual commitments, delivery capacity and Altenar’s roadmap.
• Develop strategic customer relationships. Build strong connections with executive, commercial and product decision-makers, supported by customer segmentation, success plans, stakeholder maps and regular business reviews.
• Lead from the front. Personally support strategic accounts, senior relationships, complex negotiations and material relationship risks, while preserving operational ownership within Account Management.
• Drive proactive renewals. Identify risks well before contract expiry, demonstrate measurable customer value and secure longer-term commitments.
• Lead major commercial negotiations. Negotiate multi-million-euro agreements, renewals and expansions, protecting profitability while delivering compelling outcomes for customers and operating within agreed approval authority.

Requirements

• Minimum 8 years of relevant experience in B2B iGaming, preferably sportsbook technology or managed services.
• Proven experience leading Customer Success or strategic account development teams and delivering retention and existing-account growth.
• Deep knowledge of sportsbook products, back-office functionality, trading operations and operator needs.
• Strong commercial track record, including major customer negotiations, renewals and expansions.
• Ability to establish KPIs, account governance and effective cross-functional processes without relying on direct management of Account Managers.
• Excellent leadership, executive stakeholder management, communication and negotiation skills.

What we offer

• Stable and flexible working environment
• Career Growth Opportunity
• Training and professional development events
• Health insurance for employees and close family members
• Teamwork and Accountability
• Sense of Community and Defined Company Culture
• International Work Environment
• Diverse Workplace
• Modern comfortable office in the centre of St Julians
• Corporate parking near our office
• Gym reimbursement after successfully passing probationary period