Chief Customer Success Officer

🎰 We are looking for a Chief Customer Success Officer

The company is building a new vertical from scratch and is looking for a leader to unite Support, CRM, Retention, and VIP into a single ecosystem.

What you will do:

• Build a seamless customer journey: from the first touchpoint to elite service
• Define VIP policies, regional approaches, and specialized directions for high-net-worth players
• Create a premium concierge service
• Be the face of the brand for high rollers: personal meetings, industry events, poker rooms
• Formulate requirements for the tech team so that the backend matches the premium front-end

Who we are looking for: ✔️ C-level/VP experience in top-tier iGaming with management of several player-facing verticals (VIP, CRM, CS) ✔️ Understanding of the land-based world: Vegas, Macau, poker rooms. A plus if you are from the community or high-stakes poker ✔️ Ability to find and validate VIPs even from a "cold start" ✔️ Data-driven approach + B2C business development skills ✔️ Strong presentation skills, ability to mentor department heads ✔️ Fluent English and Russian ✔️ Willingness for frequent travel

Your KPIs: 📈 VIP NPS 9+/10 and growth of basic support NPS 📈 LTV, cohort stability, churn reduction 📈 Percentage of players upgraded from standard funnels to VIP 📈 Growth in volume and financial performance of the VIP segment

Conditions: Remote, worldwide, with international travel B2B, payment in EUR Direct report to CEO ⏱ Start: ASAP, probation period 3-4 months, mandatory security check

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