Head of Support / Head of Customer Success

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We currently have an opening for Head of Support / Head of Customer Success. This is a high-impact role, where you’ll own the strategy and development of customer support and success, directly influencing client satisfaction, retention, and LTV. Your initiatives will have a direct impact on revenue growth.
 

Requirements:

• Experience: 2+ years in customer success, account management, or related roles; at least 3 years in a leadership position.
• Industry Knowledge: Proven experience in online gambling, iGaming, or other regulated industries.
• Customer Success Expertise: Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives.
• Leadership Skills: Experience building, managing, and motivating high-performance teams.
• Analytical Skills: Ability to analyze customer data, identify trends, and implement improvements based on insights.
• KPIs & Metrics: Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics.
• Collaboration: Proven ability to work effectively with product, tech, and compliance teams to deliver customer-focused improvements.
• Communication: Excellent verbal and written communication skills; ability to manage relationships with key and VIP customers.
• Regulatory Compliance: Understanding of gambling regulations and responsible gaming principles.
• Tools & Platforms: BackOffice SoftSwiss (preferred), Chat providers: LiveChat / HelpDesk, Jira.
• Language: English at B2/C1 level (both written and spoken).
    

Expected Duties / Responsibilities:

• Develop and implement a customer success strategy.
• Build and lead a customer success team to provide world-class support and ensure high customer satisfaction and retention.
• Establish and track key performance indicators (KPIs) for customer success, including customer satisfaction (CSAT), Net Promoter Score (NPS).
• Create and manage customer onboarding programs to ensure seamless integration.
• Collaborate with product and tech teams to relay customer feedback and drive continuous improvement.
• Act as the main point of contact for high-value customers, addressing concerns and identifying growth opportunities.
• Develop and execute customer engagement strategies to increase customer lifetime value.
• Ensure compliance with gambling regulations and responsible gaming practices in all customer interactions.
• Analyze customer data to identify patterns, trends, and potential issues, proactively addressing them to improve the customer experience.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to scale customer success and support: you will take ownership of the entire customer experience and support strategy, driving team performance, customer satisfaction, retention, and lifetime value, with a direct impact on overall revenue growth.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.