Customer Success Manager at Salt South Africa

Overview:

• An established, fast-growing online gaming business is looking for an experienced VIP Manager to take ownership of its high-value customer segment. This role sits at a senior level and focuses on driving retention, maximising player value, and leading a dedicated VIP account management team. You’ll play a key role in shaping VIP strategy while ensuring a premium, compliant, and personalised customer experience.

Duties and Responsibilities:

• Lead and implement the VIP customer strategy in line with commercial objectives
• Manage, mentor, and performance-track a team of VIP Account Managers
• Oversee relationships with high-value customers and act as the escalation point when required
• Drive retention and lifetime value through tailored campaigns, rewards, and experiences
• Analyse player behaviour and performance data to inform decision-making
• Track and report on VIP KPIs including retention, value, and revenue contribution
• Ensure all VIP activity aligns with responsible gaming principles and regulatory standards
• Collaborate closely with internal teams to optimise the end-to-end VIP journey

Requirements:

• Minimum of 3 years’ experience within the iGaming or online betting space
• Proven background in VIP or high-value customer account management
• Experience leading or managing a team
• Strong commercial and analytical mindset
• Excellent relationship-building and communication skills
• Ability to thrive in a fast-paced, performance-driven environment
• Solid understanding of responsible gaming and regulated markets
• Relevant tertiary qualification in business, marketing, or a related field (advantageous)