VIP Account Manager at Triumph Arcade

ABOUT US Triumph [Upgrade to PRO to see link] makes mobile gaming more thrilling by letting players wager -- and win -- real money, play in mass multiplayer games, and compete in social tournaments. We've built the top app in our App Store category [Upgrade to PRO to see link] and sustained exponential month-over-month growth on our revenue and active players. We're hyper-scaling our team and continuing to innovate, launching new products like Rips, our collectibles app [Upgrade to PRO to see link] which has found huge success and is continuing to expand. And we're just getting started. Triumph is backed by some of the top consumer VCs including Goodwater Capital, General Catalyst, and DraftKings Drive Fund. THE ROLE We are looking for a VIP Relationship Manager to own relationships with a small, elite group of our top customers. You will provide white-glove, 24/7 support to proactively drive engagement and retention and act as the voice of our VIPs across product, marketing, and data teams. This is a high-visibility, cross-functional role that combines customer advocacy, program design, and data-driven account management. As the first person in this function, you’ll help build a scalable VIP program from the ground up. This role reports directly to our Head of Product, Justin Jia [Upgrade to PRO to see link] WHAT YOU'LL DO - Serve as the primary point of contact for 50+ high-value VIP customers, delivering white-glove, personalized support across channels (chat, email, phone, messaging apps) and handling urgent, time-sensitive needs as they arise. - Manage VIP value levers including bonus requests, loyalty incentives, promotional offers, and bespoke experiences, ensuring they align with program rules, ROI goals, and responsible usage. - Deepen customer loyalty through high-touch relationship management: hospitality-style touches, proactive outreach, and tailored recommendations based on each VIP’s preferences, behaviors, and gameplay patterns. - Collect, synthesize, and prioritize VIP feedback on product features and game mechanics; partner with product and engineering teams so VIP needs are represented in the roadmap and upcoming releases. - Use dashboards and reporting tools to monitor VIP performance including revenue, activity, retention, bonus utilization, satisfaction; make data-driven decisions about outreach, offers, and program adjustments. - This role requires occasional travel for in-person VIP events, team on-sites, and customer meetups as needed. QUALIFICATIONS - 3+ years of experience in high-touch customer-facing roles such as VIP account management, customer success, concierge, or casino account management. Bonus: experience in online gaming, iGaming, crypto, or a comparable digital product environment. - Proven ability to manage a portfolio of high-value accounts and drive measurable outcomes in revenue, retention, or engagement. - Comfortable providing 24/7 style coverage for your VIP portfolio, including occasional evenings, weekends, and holidays, with flexibility for urgent escalations. - Strong customer empathy and service mindset with a track record of handling difficult or high-stakes conversations, juggle multiple VIP requests/follow-ups without letting things slip. - Proficiency with dashboards, CRM and customer support tools; able to interpret data, create simple reports, and make thoughtful, metrics-based recommendations. - Ownership mentality and bias for action. Ability to work in a fast-evolving role, shaping processes and improving how the VIP program operates over time. - Alignment with gaming, sports, collectibles, or casino-style experiences and a genuine interest in the product and community you support. WHY TRIUMPH? - High Growth: Contribute to a fast-growing Operations team working to fuel one of the most rapidly growing TCG apps. - High Agency: Growing, high-impact Operations team that is scaling rapidly with significant opportunity for leadership and growth. - High Energy: Passionate team who are proud of our work and velocity (16x year over year growth). Our team gathers 5 days a week at Triumph’s headquarters at Levi’s Plaza in San Francisco. We’re open to remote candidates based in the US. If remote, travel is required as part of this role. This role is not open to candidates who require work sponsorship.