Customer Success Manager

Vixio is the leading provider of regulatory intelligence. Our trusted insights and analysis give our clients a true picture of what’s happening in an ever-changing landscape.

We combine world-class content with advanced technology to help our clients make informed strategic decisions to mitigate risks, capitalise on business opportunities and find competitive advantage.

In this pivotal role, the Customer Success Manager will be at the forefront of our client-centric approach, working closely with our customers to understand their unique needs and objectives in the gambling and payments industry. Expertise in uncovering insights and identifying opportunities to enhance their experience will be vital in driving their success. Key to the role will be an ability to collaborate with our cross‑functional teams, including Account Management, Sales, Marketing and Product, to ensure seamless alignment and execution of value‑driven initiatives.

• Cultivate strong relationships with clients, acting as a trusted advisor and driving value‑focused conversations.
• Proactively identify opportunities for account expansion, upselling and cross‑selling based on customer needs and usage patterns.
• Use data (via Churn Zero) to proactively identify poor account health and, along with account management, develop plans to improve.
• Collaborate with internal teams to develop and implement strategies to enhance client satisfaction and retention.
• Conduct client onboarding, deliver training, attend regular business reviews to assess client progress, identify areas for improvement, and present tailored recommendations.
• Serve as a subject matter expert on our product offerings, effectively communicating their value to clients.
• Stay up‑to‑date with industry trends and regulatory developments to proactively address client needs.

• Proven experience in a customer‑facing role.
• Strong track record of driving customer success, retention, and revenue growth.
• Exceptional communication and presentation skills, with the ability to influence and engage stakeholders at various levels.
• Analytical mindset with the ability to leverage data to drive informed decisions and deliver measurable results.
• Passion for delivering exceptional client experiences and a genuine interest in the regulatory intelligence space.
• Proven ability to operate effectively at scale, managing a large portfolio of accounts while driving consistent customer outcomes.
• Familiarity with Customer Success platforms such as Churn Zero to monitor health, reduce churn, and optimise workflows is advantageous.