VIP Account Manager (eSports, CS2)
We are looking for a Mid-level VIP Account Manager for our products in the eSports industry.
Location: Remote.
Team: Retention Team.
About the Role:
The VIP Account Manager will be responsible for the personalized management and support of VIP players and top depositors across our projects. The role focuses on building trusted long-term relationships with high-value players, increasing retention and LTV, reactivating players at risk of churn, developing personalized bonuses and offers, handling complex situations and escalations, and analyzing VIP segment performance. The VIP Account Manager will manage a portfolio of VIP players and work closely with Support, Marketing, and Anti-Fraud teams.
Requirements:
2+ years of commercial work experience as a VIP / Account Manager in gambling, betting, crypto, or iGaming.
Experience working with VIP players and high-rollers.
Understanding of retention mechanics and customer service.
Experience working with CRM systems.
Excellent communication and negotiation skills.
Ability to build and maintain trusted relationships with high-value clients.
Ability to handle stressful situations, complex player requests, and escalations.
Strong customer-oriented approach.
English — Intermediate.
Ukrainian or Russian — Upper-Intermediate+ / Advanced for internal communication.
Will be an advantage:
Experience specifically with skin-gambling / CS: GO case-opening projects.
Higher education is welcome; the field of study is not essential.
Responsibilities:
Manage a portfolio of VIP players and provide a personalized approach to each high-value player.
Build trusted long-term relationships with VIP players with a focus on increasing retention and LTV.
Develop and implement personalized bonus programs, promotions, and individual offers within project policies.
Communicate directly with VIP players via chats, calls, and messengers.
Monitor player activity and identify VIP players at risk of churn.
Work on player retention and reactivation.
Handle complex player requests, disputes, and escalations.
Collect feedback from VIP players and analyze insights related to the VIP segment.
Monitor retention, LTV, and reactivation metrics for the assigned VIP portfolio.
Prepare regular reports for the Head of Retention.
Work closely with Support, Marketing, and Anti-Fraud teams.
Follow established limits and compliance policies when managing bonuses and personalized offers.
List of technologies:
CRM/CDP: Customer.io, OneSignal, or similar platforms.
Communication: Email, Telegram, Discord.
Analytics: Tableau or similar tools.
Data & Reporting: Google Sheets / Excel — confident level.
Task & Process Management: Jira / Notion / ClickUp.
AI tools: ChatGPT and similar tools for communication, analysis, and workflow optimization.
What we could offer:
24 days of paid leave per year.
100% paid sick leave.
Fixed-rate + bonuses.
Full-time remote.
Long-term collaboration.
Sustainable business.
Game and entertainment development company.