Team Lead - Client Success - Online Gaming at Just Sales Jobs — NeverHard

Job DescriptionJob Description As a Team Lead, Account Management, you will lead a team of approximately eight account managers who retain and support our client's highest-value players on a free-to-play, sweepstakes-based social casino platform used by over one million people across North America. This is a people-leadership role, not a personal book of business — your time is spent on day-to-day coaching, mentorship, and acting as the escalation point for complex and critical player cases across the team's portfolios. There is no new business development, no prospecting, no commission, and no sales quota. Every account manager on the team works from an existing, assigned portfolio of high-value consumer players, so lead generation is not part of this role. This is a hybrid position based in downtown Toronto, reporting to the Manager, Account Management. The base salary is $107,000 – $122,500 CAD, plus an annual bonus. COMPENSATION & BENEFITS $107,000 – $122,500 CAD base salary A non-commission Short-Term Incentive bonus targeted at 12.5% of base salary, tied to company and individual performance, with the ability to earn up to 18.75% of base for top individual and company performance Health benefits effective the first day of employment 20 days accrued vacation per year 7 days paid sick leave per year RRSP program with company matching up to 4% of employee contribution Laptop provided Weekly team social events, plus seasonal and product-launch celebrations. Casual dress code THE COMPANY & CULTURE Our client is a privately owned, Australian-founded company operating in the free-to-play social casino space, offering sweepstakes-based games to more than one million players across North America. Founded in the early 2010s, the company has grown from a startup into an established, profitable, and mature organization with roughly 1,400 employees globally. Its North American Account Management function is based entirely in Toronto and has recently completed a period of significant build-out — this is now an uplift hire into a settled, high-performing team, not a growth hire into a new one. The culture is described internally as flexible and outcome-driven — employees are trusted to manage their own time as long as the work gets done, and that flexibility runs in both directions across global time zones. The team holds weekly social events with food and drinks, seasonal and product-launch celebrations, and maintains a social budget the company describes as large relative to most organizations, even through leaner periods. The overall tone is best described as an easygoing tech company culture — serious about performance and about putting the player first, without being a rigid or corporate environment. OFFICE LOCATION & SALES TERRITORY Head Office: Toronto, Ontario, Canada Work arrangement: Two weeks fully on-site training from day one (Monday–Friday, 9:00 AM - 6:00 PM), then hybrid — 2 days per week in the downtown Toronto office, employee's choice of days Territory: Not geographic. Portfolios are assigned to the team by player value, not by region - the team supports high-value consumer players located primarily across the United States No client-facing field travel — all player interaction is remote/digital, and this is an internal leadership role over a team that manages those relationships Overnight travel: None required (0%). Occasional future domestic travel is possible if in-person player events are introduced, but this is explicitly not a requirement of the role today EXPERIENCE, BACKGROUND & EDUCATION REQUIREMENTS 5–10 years of people-leadership experience, with a minimum of 5 years directly managing account managers or customer success managers Background in B2C account management or customer success — managing an existing book of individual consumer relationships by phone and digitally, not B2B new business or field sales Industry experience in social casino, sweepstakes, or iGaming is preferred but genuinely not required — our client is open to strong leaders from other B2C industries Transferable backgrounds that are a strong fit: B2C account management in luxury retail or hospitality; large enterprise or well-known organizations with structured account management practices; highly regulated industries with a B2C customer base; emerging technology or scale-up companies that have grown significantly Leadership of a customer service team can substitute for direct account manager leadership, provided the depth of people-leadership capability is clearly evident Data literacy is required, not a nice-to-have — comfort using centrally produced reporting to drive coaching and retention strategy Demonstrated proficiency across standard software and technology platforms, including CRM/database management tools No post-secondary education requirement — relevant professional experience is accepted in place of a degree Driver's licence and vehicle: not required TECHNICAL SKILLS CRM / account management database tools — Basic to Intermediate Standard proficiency in Microsoft Office required (Word, Excel, PowerPoint) THE PRODUCT / SERVICE / SOLUTION A free-to-play, sweepstakes-based social casino gaming platform Players play at no cost and can enter sweepstakes promotions to redeem real prizes The team's role is retention-focused player relationship management, not sales — building loyalty with an existing, assigned base of high-value players through service, tailored offers, and gifting PROSPECTIVE CUSTOMERS / INDUSTRY FOCUS / DECISION MAKER(S) Individual, high-value consumer players (B2C), located primarily across the United States There is no traditional business decision-maker — this is a consumer entertainment relationship, not a B2B sale The team does not prospect or sell; the focus is on retaining and deepening engagement with an existing base of high-value players SALES CYCLE / ORDER VALUE / ACCOUNT SIZE Not applicable. This is not a transactional sales role — there is no sales cycle, deal size, or quota. Success is measured through retention KPIs and portfolio performance across an ongoing, assigned base of high-value players, with monthly player interactions monitored rather than call or activity targets. COMPETITIVE ADVANTAGES One of the more established, multi-brand operators in the North American social casino / sweepstakes space, with a player base exceeding one million A fully built, high-performing Account Management team already in place — this is a leadership role stepping into stability, not a build-from-scratch assignment Profitable and scaled, with a growing niche market, even as overall growth has moderated Genuinely flexible, outcome-driven culture with strong social investment and low bureaucracy TYPICAL DAY & DUTIES 70% Managing Others (Team Leadership & Coaching) — day-to-day operational oversight of approximately eight account managers, one-to-ones, coaching, skill-sharing, mentorship, and performance management, run in partnership with People Partners rather than unilaterally. 30% Customer Service (Complex & Critical Player Escalations) — acting as the escalation point for complex player cases across every portfolio in the team, overseeing account closures, and serving as the compliance escalation point (Anti-Fraud, AML, Responsible Social Gameplay, Source of Wealth, chargebacks). This role does not carry a personal portfolio of players — 100% of the role's time is dedicated to leadership, mentorship, and escalation management, with no individual sales or account targets. OVERNIGHT TRAVEL None required (0%). Any future travel would be occasional and tied to in-person player events, which are not currently part of the role. SUPPORT & TRAINING Two weeks of fully on-site, structured onboarding from day one (Monday–Friday, 9:00 AM – 6:00 PM) before transitioning to the standard hybrid schedule Ongoing exposure to and collaboration with the wider Account Management leadership team, including cross-functional projects Coaching partnership with People Partners on performance management matters WHY YOU SHOULD APPLY Step into a fully built, high-performing team rather than build one from scratch — the hiring bar is high because the team already delivers A true people-leadership role — no quota, no commission pressure, and no personal sales targets pulling focus from your team Health benefits from your first day of employment A genuinely flexible, outcome-driven culture, with strong team social investment and a casual, low-bureaucracy environment Work for an established, profitable, global company in a growing niche market Meaningful autonomy paired with real support — you set the pace, backed by centrally produced data and a cross-functional leadership team Equal Opportunity Employer Just Sales Jobs and our clients are equal opportunity employers. We do not discriminate. All candidates are evaluated solely on performance merit and organizational fit. Not the Right Fit? We May Have Other Roles for You. If this particular role isn't the right match, we encourage you to browse our other open positions at https://justsalesjobs.ca/jobs-opening/ and apply for any that interest you. Our recruiters review every resume we receive — and if we have another role that could be a great fit for your background, we will reach out to you directly. #IND1