• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way. • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement. • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals. • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements. • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

• Configure, build, and deploy a variety of CRM bonuses (e.g., deposit bonuses, free spins, cashback) within the back office according to approved campaign briefs. • Ensure the precise setup of all bonus parameters, including wagering requirements, player eligibility rules, expiration dates, and segmentation logic. • Act as the operational execution arm for the CRM team, managing incoming setup requests and prioritizing them to meet campaign timelines and SLAs. • Conduct rigorous internal testing prior to deployment to verify that bonuses trigger correctly and all qualification logic functions as intended. • Collaborate seamlessly with CRM strategists to ensure operational setups align perfectly with campaign objectives and brand promotional guidelines. • Operate and manage the bonus engine and promotional tools, taking the lead on troubleshooting any configuration issues that arise in the back office. • Support the CRM QA team in validating final bonus setups and mechanics before they are released to players. • Follow established procedures and checklists, maintain clear documentation of bonus configurations, and proactively contribute to the improvement of internal workflows.

• Provide day-to-day Salesforce support for Commercial users (queries, issues, access requests) • Troubleshoot issues and escalate effectively to the Revenue Systems Lead • Handle routine admin work (users, permissions, fields, layouts, list views, reports/dashboards) • Improve data quality by identifying recurring issues, duplicates/inconsistencies • Support controlled change: testing/UAT support, release checks, documentation • Create and maintain lightweight docs/playbooks for common requests • Challenge poor decisions and propose better ways of working

• Own and maintain the integrated marketing campaign calendar, aligning all channels – email, social, paid, in-property, and PR – around a unified narrative. • Develop campaign briefs from strategy through execution, partnering with channel leads and Regional Marketing Directors to ensure on-time, on-brand delivery. • Build and manage the campaign intake process so internal stakeholders have a clear path to request, track, and review marketing support. • Track campaign performance across channels, delivering regular recaps with learnings and recommendations to continuously raise the bar. • Lead the buildout and ongoing optimization of our CRM in Revinate , including segmentation strategy, audience architecture, and automation workflow. • Define and manage the guest communication roadmap – from pre-arrival sequences and in-stay messaging to post-stay re-engagement and loyalty campaigns. • Design and manage the full guest lifecycle – acquisition, activation, engagement, and retention – with intentional messaging at every stage. • Serve as a primary writer for marketing campaigns, email copy, landing pages, and promotional materials – producing polished, brand-consistent content with speed and craft. • Partner with the broader team to uphold brand voice guidelines and bring consistency to how we communicate across touchpoints.