VIP Account Manager

We are looking for an experienced VIP Account Manager who has worked with high-roller clients in gaming. You don't just service accounts — you manage your own portfolio of high-value players and are responsible for your results. You will build a long-term retention strategy and actively work on increasing players' lifetime value. 
Sounds like a challenge for you? Then check out the details below.

We are looking for a Day Shift VIP Manager who will provide 24/7 support for our top clients. Schedule: 2/2, 10:00–22:00 (EEST).

What you will do

• Manage your own portfolio of VIP players and build an individual approach to each one
• Independently make decisions regarding personalized offers and rewards within established limits. Escalate only critical cases to the Shift Lead
• Monitor player activity and act proactively: notice changes in behavior, choose the right action, and launch it
• Be the first to reach out with offers, event invitations, or simply to check in. Don't wait for the player to write first
• Hand over the shift to the night team so that nothing gets lost: report what happened, who needs follow-up, and what remains open
• Quickly escalate technical questions and account issues to the Support team and keep the Product team informed about the issues your players encounter most often

Your superpowers

• 2+ years of experience working with your own portfolio of paying clients, including at least one year with a high-value segment. Experience working with VIP players in gaming is a strong signal, but a clear transition from Support or Account Management into VIP is also suitable
• You are used to having your work evaluated based on specific metrics. Retention, reactivation, deposit frequency, and LTV are familiar metrics to you, and you understand how they affect the performance of your portfolio. In your intro message, name two metrics that you personally managed to improve and explain how you achieved it
• Practical experience working with CRM and customer engagement platforms (Customer.io or equivalents), ticketing systems (Intercom, LiveChat, Jira or equivalents), and analytical dashboards for segmentation
• You don't just answer questions but anticipate what the client will need next. Communication quality is evaluated, so this is not simply a nice-to-have
• You can independently make decisions in non-standard situations without waiting for approval and take responsibility for their outcomes
• Advanced/Fluent English is mandatory

Bonus Points

• You are part of the CS/CS2 gaming community
• Knowledge of additional languages will be an advantage

Team Perks

• PRO&BRO team, with whom it's great to create new gaming universes
• Fully remote from anywhere in the world. If you prefer coworking, we will compensate for its cost
• Workspace upgrade with a budget for purchasing the necessary equipment
• Flexible schedule without time trackers, as we are focused on results
• Semi-annual bonus for team members as recognition of shared achievements
• Wellness boost for gym, yoga, dancing, massage, psychologist, and more to support your balance and energy
• Skill development with the Yoda internal knowledge-sharing project, compensation for education, certifications, English and Ukrainian language courses, and access to AI tools
• Days off and gifts for important dates that you choose yourself (birthday, work anniversary, birth of a child, wedding)
• JAM activities: twice-yearly workations in different parts of the world, cool offline team-building, CS2 and Dota tournaments, quizzes, lectures, and many other team events
• As well as relocation, a parents' policy, a referral program, and many other opportunities and perks