Sr. Manager, Customer Success & Lottery Project Management

Jumbo Interactive Limited; Calgary; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in the charitable lottery sector is seeking a Customer Success Manager in Calgary. The role involves client relationship management, project oversight, and team leadership to ensure successful lottery program execution. Ideal candidates will have a strong background in customer success and project management within regulated environments. Join us to make a real difference in supporting healthcare initiatives and community services across Canada.

Benefits

Employee Assistance Program

Focus on talent management and career development

Health & Wellbeing activities

Commitment to Diversity, Equity, and Inclusion

Qualifications

• 6+ years of experience in customer success/account management and project delivery.
• Experience managing high-performing teams and building trusted client relationships.
• Familiarity with gaming regulations and the charitable lottery sector preferred.

Responsibilities

• Serve as primary strategic partner to clients, driving account expansion.
• Manage end-to-end delivery of lottery campaigns, ensuring compliance and budget control.
• Lead a team of lottery coordinators to achieve high-performance goals.

Skills

Project Management

Customer Success Management

Leadership

Relationship Building

Strategic Thinking

Education

Bachelor’s degree in business or related field

PMP Certification

Customer Success Certification

Job description

At Stride, we proudly partner with foundations and not-for-profit organizations to raise critical funds through professionally managed lottery programs. Our work helps generate millions of dollars annually in support of life-changing healthcare initiatives, groundbreaking research, and essential community services across Canada. By combining strategic insight, operational excellence, and a deep commitment to our clients’ missions, we help deliver high-impact results that make a real difference in the lives of Canadians.

About The Role

You will be the lead responsible for delivering excellence across Stride’s lottery programs. This multi-faceted role blends high-impact Customer Success Management, rigorous Project Management and Delivery, proactive Team Leadership, and precise Lottery Operational Oversight. You will act as the key relationship builder with senior management on the client side, drive revenue growth through service expansion, ensure flawless execution of lottery programs, and maintain full regulatory and financial compliance.

Your Day-to-Day:

• Serve as the primary strategic partner to clients, building executive relationships that support long-term retention and growth.
• Identify and drive account expansion by introducing new services and increasing value.
• Use customer success metrics (e.g., NPS, CSAT, Health Scores) to monitor satisfaction, flag risks, and spot growth opportunities.
• Contribute to account planning and Executive Business Reviews (EBRs) to highlight progress and opportunities.
• Lead or oversee client check-ins and planning sessions.
• Manage end-to-end delivery of multiple concurrent lottery campaigns—ensuring they are on-time, on-budget, and meet revenue, client, and compliance goals.
• Use project management tools and practices to ensure clear planning, tracking, and accountability.
• Maintain project documentation (e.g., schedules, risk logs, milestone tracking) and lead internal and client-facing status meetings.
• Coordinate cross-functional teams (marketing, creative, ops, finance, tech) to stay aligned at all stages.
• Manage scope changes, timelines, and dependencies proactively in response to evolving needs or constraints.
• Lead and develop a team of lottery coordinators, setting clear goals, providing feedback, and fostering accountability.
• Champion a culture of ownership, learning, and customer focus.
• Oversee operations to ensure full compliance with gaming laws and brand standards.
• Approve all public-facing materials and manage key elements such as prize procurement, draws, winner communication, and fulfillment.
• Own the lottery budget, ensuring cost control and accurate reconciliation.
• Conduct post-campaign reviews to drive continuous improvement.

What You’ll Bring to the Role:

• Bachelor’s degree in business, Project Management or related field
• PMP or formal project management training
• Customer Success certification (e.g., CCSM) is a strong asset.
• Familiarity with gaming regulations and the charitable lottery sector is a distinct advantage.
• 6+ years of combined experience across customer success/account management and project delivery.
• Proven track record of building trusted relationships with C-level clients and identifying strategic growth opportunities.
• Strong leadership experience managing and developing high-performing teams.
• Deep experience with budgeting, operational processes, and regulatory environments.
• Comfortable leading multiple complex multi-million-dollar projects in a deadline-driven, cross-functional environment.

What Success Looks Like:

• Clients see you as a trusted advisor and value creator.
• Projects launch on time, under budget, and exceed performance expectations.
• Your team thrives under your leadership and meets or exceeds delivery targets.
• Operations remain fully compliant, efficient, and optimized for future growth

Find Your Freedom at Stride:

At Stride, we're all about ensuring our team thrives as a valued member, look forward to:

• Commitment to Diversity, Equity and Inclusion across the employee career journey,
• An Employee Assistance Program where you can access counselling and coaching sessions,
• Focus on talent management, including career and skills development,
• Health & Wellbeing activities,

We are a 2024 Circle Back Initiative Gold Employer – we commit to respond to every applicant.