Lead of Customer Success

Job description

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We currently have an opening for Lead of Customer Care. This is a high-impact role, where you’ll own the strategy and development of customer support and success, directly influencing client satisfaction, retention, and LTV. Your initiatives will have a direct impact on revenue growth.

Requirements:

- Experience: 2+ years in customer success, account management, or related roles; at least 2 years in a leadership position.

- Industry Knowledge: Proven experience in online gambling, iGaming, or other regulated industries.

- Customer Success Expertise: Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives.

- Leadership Skills: Experience building, managing, and motivating high-performance teams.

- Analytical Skills: Ability to analyze customer data, identify trends, and implement improvements based on insights.

- KPIs & Metrics: Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics.

- Collaboration: Proven ability to work effectively with product, tech, and compliance teams to deliver customer-focused improvements.

- Communication: Excellent verbal and written communication skills; ability to manage relationships with key and VIP customers.

- Regulatory Compliance: Understanding of gambling regulations and responsible gaming principles.

- Tools & Platforms: BackOffice SoftSwiss (preferred), Chat providers: LiveChat / HelpDesk, Jira.

- Language: English at B2/C1 level (both written and spoken).

Expected Duties / Responsibilities:

- Develop and implement a customer success strategy.

- Build and lead a customer success team to provide world-class support and ensure high customer satisfaction and retention.

- Coordinating a team of 9 specialists across Support and RFPD (Anti-Fraud) departments.

- Establish and track key performance indicators (KPIs) for customer success, including customer satisfaction (CSAT), Net Promoter Score (NPS).

- Create and manage customer onboarding programs to ensure seamless integration.

- Collaborate with product and tech teams to relay customer feedback and drive continuous improvement.

- Act as the 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 in all customer interactions.

- Analyze customer data to identify patterns, trends, and potential issues, proactively addressing them to improve the customer experience.

Selling Points:

- Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.

- Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.

- Opportunity to scale customer success and support: you will take ownership of the entire customer experience and support strategy, driving team performance, customer satisfaction, retention, and lifetime value, with a direct impact on overall revenue growth.

- Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.