VIP Account Manager

Department: Customer Success

Location: US Remote

Compensation: $80K – $120K • Offers Equity

Employment Type: FullTime

About Triumph
Triumph is a fast-growing gaming and trading card platform where players compete, rip packs, and chase big moments every day. Our VIP department exists for one reason: to make our most engaged players feel like the most important people on the platform — because to us, they are.

Were not a faceless operator with a ticket queue and a canned macro library. Our edge is the relationship. Every VIP player at Triumph has a dedicated account manager — a person they know by name, who knows their story, their play style, and what actually matters to them. Thats the moat, and youd be part of it.

The Role
As a VIP Account Manager, youll own a dedicated book of high-value players and be their single point of contact for everything Triumph. Youre part concierge, part account manager, part trusted friend — the person they text when they hit a huge pull, when something breaks, or when they just want to talk shop.

This is a high-agency, high-ownership role. You truly own your book of business — how you manage it, grow it, and take care of the players in it is up to you. Nobodys going to hand you a script or micromanage your outreach. Well give you the tools, the data, and the backing; you bring the judgment and the drive. Your players experience is your job, and your results are yours to own.

What Youll Do

• Own the relationship. Build genuine, one-on-one relationships with your assigned VIP players through daily, personal communication — primarily via text, phone call, and email. Youll know your players better than anyone in the company.

• Deliver surprise and delight. Coordinate personalized gifting, exclusive perks, event invitations, and memorable moments that players cant get anywhere else.

• Be the fixer. When your players hit friction — a payout question, a technical issue, a promo that didnt credit — you own it end to end. You escalate fast, follow through, and close the loop personally.

• Champion responsible gaming. Know your players well enough to recognize when engagement stops being healthy, and act on it. We take this seriously, and so will you.

• Feed the machine. Share player insights, feedback, and trends with the broader team to shape our VIP program, loyalty offerings, and product roadmap.

• Work the playbook — and improve it. Follow our SOPs for outreach, escalation, and compliance, and help us make them better as the program scales.

Who You Are

• A natural relationship-builder. People genuinely like talking to you, and you remember the details — the birthday, the favorite team, the pull theyre still chasing.

• Experienced in high-touch player or client management. 2+ years in VIP account management, VIP hosting, player development, iGaming, luxury hospitality, or a comparable high-value client role.

• Fluent in gaming culture. You understand players — sweepstakes, casino, sports cards, TCG, or adjacent. You speak the language because youve lived it.

• High-agency and self-directed. You dont wait to be told what to do. You see what your book needs, make the call, and act — then own the outcome, good or bad.

• Organized under volume. You can manage dozens of active relationships at once without letting anyone feel like a number.

• Responsive and reliable. VIP players dont operate 9-to-5, and neither does this role. Youre comfortable with flexible hours, including some evenings and weekends.

• High-judgment and discreet. You handle sensitive player information, financial context, and responsible gaming situations with maturity and care.

• Data-aware. You dont need to build models, but you can read a dashboard, understand what your numbers are telling you, and act on them.

Nice to Have

• Prior experience at a sweepstakes, sportsbook, or online gaming operator.

• Familiarity with trading cards, breaks, or the collectibles market.

• Experience with retention metrics, reinvestment strategy, or player value modeling.

• Familiarity with AI tools (Claude, ChatGPT, etc.) and a knack for using them to work smarter — drafting, summarizing, analyzing, automating the busywork.

What We Offer

• Competitive base salary.

• Real ownership from day one — a small, senior team where your voice shapes the program.

• A front-row seat at one of the fastest-growing platforms in the space.

• The chance to build the kind of VIP program bigger operators cant: personal, fast, and actually fun.

• Competitive salary and benefits, healthcare, vision, dental, 401k, etc.