SupportLead
Head of Customer Success
Emerise GroupEnglish required
Emerise Group is a dynamic, product-driven company in the iGaming industry seeking a Head of Customer Success to own strategy and development of customer support and success. This high-impact role directly influences client satisfaction, retention, and lifetime value with direct impact on revenue growth.
Responsibilities
- Develop and implement a comprehensive customer success strategy
- Build and lead a customer success team of 9 specialists across Support and RFPD (Anti-Fraud) departments to provide world-class support
- Establish and track key performance indicators (KPIs) including CSAT and NPS
- Create and manage customer onboarding programs for seamless integration
- Collaborate with product and tech teams to relay customer feedback and drive continuous improvement
- Act as main point of contact for high-value customers, addressing concerns and identifying growth opportunities
- Develop and execute customer engagement strategies to increase customer lifetime value
- Ensure compliance with gambling regulations and responsible gaming practices
- Analyze customer data to identify patterns, trends, and potential issues
Requirements
- 2+ years in customer success, account management, or related roles
- At least 3 years in a leadership position
- Proven experience in online gambling, iGaming, or other regulated industries
- Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives
- Experience building, managing, and motivating high-performance teams
- Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics
- Proven ability to work effectively with product, tech, and compliance teams
- Excellent verbal and written communication skills
- Understanding of gambling regulations and responsible gaming principles
- Experience with BackOffice SoftSwiss (preferred), LiveChat/HelpDesk, Jira
- English at B2/C1 level (both written and spoken)
Conditions
Schedule & Location: Fully remote work environment with flexibility to work from any location worldwide
Benefits & Perks:
- Remote-first work model with flexibility and work-life balance
- Growth-oriented environment in a fast-growing startup-driven business with minimal bureaucracy
- Opportunity to take ownership of entire customer experience and support strategy
- Direct impact on overall revenue growth
- Collaborative and transparent culture with professional, respectful working environment
- Core values of teamwork, accountability, and clear communication