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Head of Customer Success

Emerise GroupТребуется английский

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.

Задачи

  • 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

Требования

  • 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)

Условия

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