Head of Customer Success (B2B)

About the role

Altenar provides sportsbook technology and managed services to gaming operators internationally. Reporting to the company-wide Director of Operations, the Head of Customer Success (B2B) leads the Customer Success function across Europe, North America, Africa and Asia, partnering with the separately managed Account Management organisation to turn day-to-day service into strategic value, early renewals and sustainable growth. The role suits someone with at least 8 years of relevant experience and a proven record of building customer relationships and high-performing teams.

Key responsibilities

• Own customer retention and growth: satisfaction, relationship health, renewals and account expansion, with clear quarterly and annual objectives and KPIs.
• Structure and lead Customer Success, defining roles, reporting lines, performance standards and ownership of strategic relationships, and work closely with Account Management leadership.
• Coach Customer Success teams, strengthen commercial and sportsbook product expertise and build a culture of accountability.
• Define joint working practices with Account Management: AMs handle functional, back-office and operational communication; Customer Success owns business outcomes, strategic engagement and growth opportunities, with agreed information-sharing and escalation protocols.
• Create scalable processes for evaluating customer requests and priorities, balancing customer expectations, contractual commitments, delivery capacity and Altenar's roadmap with Product, Trading, Technology and Account Management.
• Build strategic relationships with executive, commercial and product decision-makers through segmentation, success plans, stakeholder maps and regular business reviews.
• Personally support strategic accounts, senior relationships, complex negotiations and material relationship risks.
• Drive proactive renewals and lead major commercial negotiations, including multi-million-euro agreements, within agreed approval authority.

Required profile

• 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 set KPIs, establish account governance and run cross-functional processes without directly managing Account Managers.

What we offer

• Stable and flexible working environment.
• Career growth opportunity and training and professional development events.
• Health insurance for employees and close family members.
• Modern comfortable office in the centre of St Julians with corporate parking nearby.
• Gym reimbursement after successfully passing the probationary period.