• Build, lead and mentor a team of CSMs, fostering a collaborative and high-performance culture. • Provide guidance and support for career development, performance management, and skill enhancement within the team. • Collaborate with the CSM and Professional Services leaders to develop and execute the overall strategy for Customer Success at Chainguard. • Drive the creation of customer engagement strategies to meet adoption, retention, and growth targets. • Develop processes in the lens of value and customer experience. Institute scale and automation in order to accomplish more with less over time. • Ensure a thorough grasp of adoption metrics across the customer base and collaborate with CSMs to devise actionable plans for mitigating churn risk and promoting account expansion. • Conduct account deep dives to drive adoption and account level objectives. • Stay informed about escalated accounts, take charge in resolving issues, offer leadership support to the team and customers as needed, and provide regular updates to senior leadership. • Work closely with customers to understand their unique requirements and challenges. • Build strong client relationships at the Executive level to understand their workflow, prioritize Chainguard engagements, drive customer satisfaction and position account growth. • Serve as the voice of the customer within the organization, providing insights and feedback to drive product improvements and innovations. • Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth. • Utilize insights from customer adoption data to develop precise renewal forecasts. Collaborate closely with the sales team to generate a weekly forecast aggregation, projecting at least six months into the future. • Implement and refine operational processes to enhance efficiency and effectiveness within the CSM team and engagement model. • Monitor industry trends and best practices to stay ahead of market demands.

• Build and optimize welcome, activation, and reactivation chains aimed at increasing player engagement and retention • Create personalized campaigns for various player segments • Engage with the active player base through email, SMS, in-app notifications, sliders, and social media • Segment players based on gaming activity, preferences, and deposit amounts • Monitor and analyze CRM campaign performance metrics • Prepare reports and conduct campaign analysis to improve future promotions and strategies • Conduct A/B testing for CRM campaigns • Initiate and develop new ideas for promotions to enhance player activity and retention • Manage the full process of promotions from concept through to launch and post-launch analysis • Work closely with the product, design, and copywriting teams to ensure cohesive and effective campaigns.

• Responsibility for regional indicators and preparation of a quarterly plan • Formation of project goals in terms of CRM in the long term • Create a communication strategy and execute casino promotions/campaigns; • User segmentation; • Implement new chains and optimize the current ones; • Set up tasks for designers, analysts, copywriters, operations team; • Grow CRM and Retention metrics; • Carry out ad-hoc project tasks according to business needs; • Prepare work results reports

• Responsibility for regional indicators and preparation of a quarterly plan • Formation of project goals in terms of CRM in the long term • Create a communication strategy and execute casino promotions/ campaigns; • User segmentation; • Implement new chains and optimize the current ones; • Set up tasks for designers, analysts, copywriters, operations team; • Grow CRM and Retention metrics; • Carry out ad-hoc project tasks according to business needs; • Prepare work results reports