We are looking for an experienced, customer-focused, and strategic Customer Success Manager to join our growing team. In this role, you will be responsible for managing a portfolio of customer accounts, ensuring successful onboarding, driving product adoption, improving customer satisfaction, and maximizing customer retention. You will act as the primary point of contact for clients, developing trusted relationships while collaborating with cross-functional teams to deliver exceptional service and measurable business outcomes. The ideal candidate is an excellent communicator with strong relationship management, problem-solving, and project coordination skills. You should be passionate about helping customers achieve their goals while identifying opportunities to expand customer value through renewals, cross-selling, and upselling. Key Responsibilities * Manage a portfolio of customer accounts and serve as the primary contact throughout the customer lifecycle. * Lead new customer onboarding, implementation planning, account setup, and product training to ensure a successful launch. * Develop a thorough understanding of each customer's business objectives, workflows, and success metrics. * Build long-term relationships with key stakeholders by providing strategic guidance and proactive support. * Conduct regular customer check-ins, business reviews, and success planning meetings to evaluate progress and identify opportunities for improvement. * Monitor customer engagement, adoption rates, usage analytics, and account health to proactively reduce churn risk. * Identify customer challenges early and collaborate with Technical Support, Product, Engineering, and Sales teams to resolve issues efficiently. * Create customer success plans tailored to each client's goals and monitor progress toward achieving measurable outcomes. * Maintain detailed customer records, account activities, and communications within CRM and customer success platforms. * Track customer satisfaction using KPIs such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), retention rates, and renewal metrics. * Identify opportunities for account expansion by recommending additional products, services, or upgrades that align with customer needs. * Manage contract renewals and collaborate with the Sales team to support upselling and cross-selling initiatives. * Analyze customer feedback and provide actionable insights to Product Management and Leadership to improve products, services, and the overall customer experience. * Develop customer education materials, training resources, FAQs, and best practice documentation. * Prepare reports and presentations on customer performance, retention trends, revenue growth, and engagement metrics for senior management. * Stay informed on industry trends, competitor offerings, and customer success best practices to continuously improve service delivery. Required Qualifications * Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field. * Minimum of 3 years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role. * Proven track record of improving customer satisfaction, retention, and long-term account growth. * Strong knowledge of customer lifecycle management and customer success methodologies. * Excellent communication, presentation, negotiation, and interpersonal skills. * Experience managing multiple customer accounts simultaneously while meeting deadlines. * Proficiency with CRM systems such as Salesforce, HubSpot, Microsoft Dynamics 365, or Zoho CRM. * Experience using customer success platforms such as Gainsight, ChurnZero, Totango, or Planhat is preferred. * Strong analytical skills with the ability to interpret customer data, identify trends, and make data-driven recommendations. * Proficiency in Microsoft Office Suite, Google Workspace, and collaboration tools such as Slack, Microsoft Teams, and Zoom. Preferred Skills * Experience working in SaaS, technology, healthcare, finance, telecommunications, or professional services. * Knowledge of customer onboarding, implementation management, and change management practices. * Strong project management and organizational skills. * Ability to influence decision-makers and build executive-level customer relationships. * Highly organized with exceptional attention to detail and time management skills. * Self-motivated, adaptable, and capable of working independently in a remote or hybrid environment.

• Plan and launch CRM campaigns across Email, SMS, and Push for Casino and Sportsbook; • Manage the promo calendar, including bonuses, free bets, tournaments, and gamification; • Drive player activation, retention, and reactivation; • Build customer segments based on behavioural and transactional data; • Run A/B tests to improve engagement, conversion, and retention; • Track CRM performance and key metrics such as GGR, retention, and ARPU; • Work with CRM automation tools such as Optimove, Smartico, Customer.io, or similar; • Collaborate with Product teams on new GEO launches and product updates; • Suggest improvements for CRM systems and processes; • Take ownership of CRM processes and help them scale.

• Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion) • Meet and exceed overall customer gross and net retention goals with assigned customers • Contribute to retention and identify opportunities for growth within your portfolio • Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams • Act as the voice of the customer internally and ensure feedback is shared across teams • Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys) • Support development of repeatable playbooks and scaled engagement models • Contribute to scalable onboarding, adoption, and retention initiatives across customer segments • Use CRM and Customer Success Platform to manage customer activity and priority actions • Analyze customer data to identify trends, risks, and opportunities • Leverage templates, automations, and campaigns to improve efficiency and consistency • Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences

Role Description This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, Growth within our Customer Experience team. In this role, you will act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery. - Manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership. - Educate clients on product functionality and support them with any questions that might arise. - Collaborate with Sales to align on customer expectations. - Monitor account health to proactively prevent churn and manage escalations. - Identify valuable upselling and cross-selling opportunities. - Share direct customer feedback to continually improve team processes. Qualifications - Demonstrated experience as a Customer Success Manager. - Fluent written and spoken English. - Well-structured communication skills in speaking & writing. Requirements - Accountability & Autonomy: Operates autonomously in all routine situations. - Omnichannel & Async Communication: Interacts with clients daily via asynchronous tools. - Customer Outcomes (Retention & Growth): Focuses on proactive churn prevention and high account retention. - Commercial & Revenue Impact: Directly drives Remote’s retention and revenue stability. - Operational Excellence & Vitally Mastery: Implements structured routines to monitor customer health. - Cross-Vertical Team Impact: Collaborates closely with internal verticals. - Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools. Benefits - Work from anywhere. - Flexible paid time off. - Flexible working hours (async). - 16 weeks paid parental leave. - Mental health support services. - Stock options. - Learning budget. - Home office budget & IT equipment. - Budget for local in-person social events or co-working spaces.