• Build and lead our CRM function end-to-end — from strategy to hands-on execution — across email, push, in-app, and other owned channels. • Leverage cutting-edge data, segmentation, and experimentation tools to maximize retention, frequency, and LTV. • Bring a deep understanding of iGaming / sports betting / casino user behavior, regulation-aware messaging, and VIP/rewards dynamics. • Partner closely with Product, Data, Acquisition and Growth, and Creative to build an ecosystem of always-on programs, experiments, and personalized experiences across millions of sports fans. • Own the CRM & retention strategy across the full player lifecycle: acquisition handoff, onboarding, activation, engagement, VIP development, reactivation, and win-back. • Define north star and operational metrics for lifecycle (D1/D7/D30 retention, WAU/MAU, session and pick frequency, ARPU, churn, reactivation rates, LTV). • Design, launch, and optimize lifecycle flows including new user onboarding & education, activation drives, daily/weekly engagement programs, VIP & loyalty programs, churn prevention, and win-back strategies. • Own the segmentation strategy and partner with Data Analytics to build and activate predictive models.

• Lead the Enterprise Customer Success team focused on adoption, retention, and expansion of strategic accounts; • Develop, upskill and elevate the team's seniority, and hire high-performance talent with a focus on efficiency and results; • Engage directly with Enterprise clients at key moments in their journey (strategic renewals, significant risks, expansion opportunities, or solution redesigns); • Act as a structured bridge between customers and the Product team, providing insights to evolve the solution and prioritize the roadmap; • Build and scale processes that ensure predictability, efficiency, and excellence in the Enterprise journey; • Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent attainment; • Ensure product adoption driven by data and personalized customer journeys; • Identify and structure expansion opportunities within the active customer base; • Reduce churn through structured action plans that combine data analysis and active customer listening.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves building and maintaining trusted relationships with clients, contributing to their success and positively impacting lives. - Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner - Lead engaging onboarding, workshops, and training sessions that set customers up for success - Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value - Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving - Translate customer goals into clear success roadmaps and outcomes - Spot opportunities to expand value through deeper adoption or additional solutions - Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience - Feed customer insights back into the business to continuously improve what we do Qualifications - 8+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role - A natural relationship builder — confident, warm, and credible with stakeholders at all levels - Strong project management skills and the ability to juggle multiple clients with ease - A proactive mindset — you don’t wait for problems, you prevent them - Comfortable working cross-functionally in a fast-moving SaaS environment - Large-scale systems migration and change management experience Benefits - Make a real difference — our work helps eradicate workplace fatalities - Partner with some of the largest organisations in the world - Be part of a purpose-driven, growing global SaaS company - Have genuine ownership, influence, and career growth opportunities - Work with passionate people who care deeply about customers and outcomes

• Support, own, and enforce the overall Customer Experience (CX) strategy. • Lead the escalation point and manage complex incident handling. • Ensure robust case management and structured follow-ups. • Standardize process governance and compliance across accounts. • Audit delivery quality and implement improvements where required. • Manage risk proactively and mitigate potential service disruptions. • Collaborate cross-functionally to streamline workflows and improve operational efficiency. • Maintain strong client relationships and ensure satisfaction across all touchpoints.