Last updated on December 13th, 2024
We recently sat down with Kyle Mifsud, Customer Success Manager at the iGaming behemoth SiGMA, and had perhaps the most extensive and entertaining interview we have ever conducted, where we discussed a plethora of gripping topics including Kyle’s personal journey, the challenges he has faced over his career, what is like working for a brand such as SiGMA, and much more!
Make sure to tune in and see first-hand what is like to be a successful Customer Success Manager at a leading company in iGaming!
Hello Kyle, let us start by saying that we are excited to have you as our guest!
Kyle: Hi there! The pleasure is all mine, many thanks for the invitation!
Kyle, you are currently working as a Customer Success Manager at one of the top iGaming brands and a true behemoth in the industry, SiGMA. Tell us, how did you come to join the iGaming industry? What inspired you?
Kyle: My journey into the iGaming industry was a blend of curiosity and opportunity. Post moving back to Malta after a 7-year period of living abroad, it didn’t take me too long to figure out iGaming is the industry I wanted to enter. Everywhere you look, anyone, you speak to, iGaming always seems to pop up, it was inevitable. When it comes to inspiration, I would say it was a mixture of two factors. The first one being my mother’s heavy involvement in iGaming for the past 15 years. The other factor is the sheer size and reach that SiGMA has, and also had when I started. I wanted to be a part of something that people remember.
What do you like the most about iGaming, Kyle? What separates this industry from any other that you have previously worked in?
Kyle: What I love most about iGaming is how fast-paced and innovative it is. There’s always something new to learn, whether it’s about technology, trends, or emerging markets—it keeps things exciting.
What really sets this industry apart is its global reach and the focus on building real, lasting connections.
While we are on this subject, our readers would love to know what is it like working for a giant such as SiGMA. Also, what do you like most about your job?
Kyle: Honestly, I can safely say that I love my job. It comes with a whole bunch of stress to keep up the high standards my colleagues and I strive to maintain, but I wouldn’t want it any other way.
There are a lot of positives to my job, but I’d like to point out 3 specifically. Firstly, having the privilege of travelling the world whilst working is a luxury. Not to mention that it solidifies relationships with co-workers greatly, hence why the SiGMA team is more like a family. The social aspect of my job is another plus in my eyes. Meeting up with clients, and making new connections, keeps my day-to-day life a lot more interesting and dynamic. Lastly, the sense of accomplishment after a successful summit is a feeling like no other. Watching and hearing from clients that they made new connections, due to the SiGMA team doing what they do best – bringing industry leaders together, is something that cannot be replaced.
As a Customer Success Manager, some of your duties include increasing customer retention by establishing yourself as a credible authority to build and maintain customer relationships. How important are people skills in your line of work?
Kyle: Essential. Building trust, actively listening, and empathizing with clients’ needs are key to fostering strong relationships. These skills enable me to communicate effectively, manage expectations, and provide tailored solutions that align with client goals. In a relationship-driven industry, emotional intelligence helps turn challenges into opportunities, ensuring not just customer retention but lasting loyalty and advocacy. A happy client makes for an even happier Customer Success Manager!
What do you think are the most important skills a top-tier Customer Success Manager such as yourself should possess? What type of person do you need to be?
Kyle: I believe there are 3 key skills that an individual must have to excel as a Customer Success Manager. I touched on the first one in the question prior to this, people skills. Being able to relate with clients and peers, goes so far in this line of work.
Secondly, managing your time and prioritizing urgent tasks is a must. When working at SiGMA, with 7 summits in the roadmap for 2025, time to sit back and appreciate your work for the most recent summit is very limited. It is important that you lock in and complete tasks in an efficient way, whilst keeping up with the company’s high standards. Multitasking by handling logistics for more than one summit at one go is a regular occurrence for us.
Lastly, Customer Success Managers must be able to think on their feet and adapt to their surroundings. Dealing with peculiar requests, and unexpected issues well, is what sets you apart from the rest.
If I had to describe the perfect archetype for a top-tier Customer Success Manager, it would be – An outgoing individual who enjoys socializing, with excellent organization skills, and the drive and ambition to deliver what was promised, plus that little bit extra.
SiGMA is known for its global outreach enjoying a reputation for organizing events and having clients from all around the world. Are there any particular markets that you find more challenging than others? If so, would you care to share what are those markets?
Kyle: SiGMA’s global reach brings both opportunities and challenges across diverse markets. Emerging regions like Africa or Latin America often require navigating regulatory uncertainties and infrastructure gaps, while established markets in Asia and South Asia can be highly competitive and culturally nuanced.
Each market demands a tailored approach—whether adapting to local business customs or aligning with regulatory frameworks. These challenges are part of what makes our work dynamic, pushing us to stay adaptable, culturally aware, and innovative to create value for clients everywhere.
Given that the iGaming industry is under constant scrutiny by governments and authorities, it is no surprise that we are operating in a highly restrictive realm. Tell us, have you encountered any regulatory difficulties during your tenure at SiGMA that made doing your job difficult?
Kyle: Regulatory challenges are part of working in iGaming, and I’ve encountered situations where sudden changes in laws or restrictions created uncertainty for clients. For instance, new licensing or advertising rules can disrupt plans, requiring swift adaptation. Staying informed, collaborating with compliance experts, and maintaining clear client communication has been crucial in navigating these difficulties effectively.
Some of the more exciting news regarding SiGMA in 2024 was the announcement of the World Poker Tour scheduled to have its first edition in 2025. Tell us more about this highly-anticipated project. What can we expect from this groundbreaking venture?
Kyle: Yes, SiGMA is getting into the poker vertical, on its 10-year anniversary. And of course, we are doing it BIG! We have the best people in the poker industry and combined with our extensive networking efforts, the poker tour will be nothing short of spectacular. First stop is Brazil in April, followed by Malta in September. Each stop has a whopping 250K EUR GTD prize pool for the main event.
Kyle, we live in an era where AI reigns supreme, and as such, it slowly becomes an integral part of our society. Do you believe that AI can be beneficial, or detrimental for our society? Also, can you see AI helping you do your job more efficiently?
Kyle: AI has incredible potential, especially in the iGaming industry, where its possibilities truly seem limitless. From enhancing player experiences through personalized recommendations to improving security with advanced fraud detection and compliance tools, AI is revolutionizing how businesses operate. It’s also driving innovation in game development, player retention strategies, and data analytics, providing unparalleled insights to make more informed decisions.
While I prioritize personalizing my work and rely less on AI in my daily tasks, I fully acknowledge its transformative role. As Eman, our founder, recently highlighted, AI will be a major focus in 2025, shaping the future of our industry by pushing boundaries and redefining what’s possible. It’s an exciting time to see how these advancements will unfold.
On a similar note, what is your opinion on cryptocurrencies? Do you believe that it is a momentary trend that will come to pass, or do you see a permanent place for digital coins in the future? Especially since they are already an integral part of iGaming, among other major industries.
Kyle: Cryptocurrencies have already established themselves as a transformative force, particularly in industries like iGaming, where they offer unique advantages such as instant transactions, enhanced security, and broader accessibility. While the market can be volatile, I don’t see cryptocurrencies as a passing trend. Instead, I believe they will continue to evolve and cement their place in the future economy, especially as regulations and adoption mature globally.
In iGaming, digital coins enable seamless cross-border transactions, appealing to a global audience while ensuring privacy and efficiency. Their integration into the industry isn’t just a trend—it’s a reflection of the demand for innovation and adaptability in meeting player needs. As blockchain technology progresses, I foresee cryptocurrencies playing an even greater role in shaping the future of both iGaming and other major sectors.
What advice you would give to our younger audience who would love to follow in your footsteps and become a successful Customer Success Manager for a big company such as SiGMA? Is there any particular blueprint they need to follow in order to be successful as yourself?
Kyle: For anyone aspiring to become a successful Customer Success Manager in a leading company like SiGMA, my advice is to focus on three key areas: building relationships, staying adaptable, and continuously learning. There’s no single blueprint, but a combination of soft skills, industry knowledge, and personal growth is essential.
First, develop strong people skills. Customer success is all about building trust, understanding client needs, and fostering long-term relationships. Active listening, empathy, and clear communication are your best tools.
Second, be adaptable and solution-oriented. The iGaming industry, like many others, evolves rapidly. Being proactive in problem-solving and open to change will set you apart.
Finally, never stop learning. Stay informed about industry trends, emerging technologies like AI and blockchain, and best practices in customer success. Certifications, such as those offered by SiGMA or the iGaming Academy, can help you build credibility.
Success comes from aligning your passion with a commitment to excellence, always putting the customer’s success at the center of what you do.
Kyle, both us and our readers would love to learn more about you. Where do you see yourself in 5 years from now? Do you have any favourite hobbies that you would like to share? Favourite sports teams, books, movies, etc?
Kyle: The next 5 years for me are years that I look forward to greatly. With SiGMA’s upward trajectory, I cannot help but be excited. I see myself growing into my role at SiGMA, deepening my knowledge of the industry, and continuing to grow my network.
With regards to hobbies, I enjoy playing football, as well as working out at the gym. I find physical exercise a great way to unwind whilst keeping myself in shape. I also enjoy keeping up to date and watching my local football club – Birkirkara FC. As for books and movies, I am more of a podcast guy. I enjoy sitting back, putting my feet up, and listening to an episode of Diary of a CEO, or the Joe Rogan podcast, depending on what mood I am in.
