Emerise Group

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 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.

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. As a Retention Product Manager, you will own and optimize player lifecycle communication across CRM channels, driving engagement, conversion, and long-term value. This is a high-impact role where your ideas and initiatives will directly influence player retention, LTV, and revenue growth.
 

Requirements:

• 2+ years of experience in CRM/Retention, or lifecycle marketing.
• Experience in iGaming /Betting, including player promotion, retention, and CRM activities.
• Hands-on experience with push notifications and email campaigns.
• Experience with in-app messaging is a plus and will be expected as the product scales.
• Understanding of core CRM channels and lifecycle communication.

Preferred / Desired Skills:

• Experience running or supporting A/B tests and hypothesis-driven optimization.
• Strong understanding of player segmentation (new, active, dormant, VIP) and lifecycle messaging.
• Ability to support client-facing reporting when needed (not a core responsibility).
    

Expected Duties / Responsibilities:

Player Communication Creation & Optimization

• Adapt templates for different segments and scenarios, maintain a consistent tone and structure, and create short, compelling offers.

CRM/Retention Funnel Launch Preparation

• Define variables, segments, conditions, and logic; write clear technical specifications and documentation for smooth execution.

Product Analysis & Strategy

• Formulate and validate hypotheses to improve retention, LTV, and engagement.
• Design segmentations and campaigns based on player behavior in betting products.
• Influence product decisions through data: identify pain points, propose new features or bonus mechanics.

Task Handover to Implementation Team

• Provide structured tasks to the team building and launching CRM funnels to ensure fast and unambiguous implementation.

Funnel & Campaign Performance Monitoring

• Track key metrics: reachability, contact rate, delivery rate, CTR, conversion, and other funnel KPIs.
• Collaborate with analysts to validate hypotheses and gather data (segments, cohorts, before/after comparisons).

A/B Testing & Experiments

• Set up, monitor, and document tests for texts, offers, segments, timing, and channels; provide recommendations to scale, stop, or iterate.

Business-Oriented Responsibilities

• Impact strategic metrics such as LTV, churn, and campaign ROI.
• Coordinate the launch of bonus mechanics and promotions in collaboration with the product team.
• Support data-driven decision-making within the betting product.
   

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 retention performance: you will take ownership of CRM and player lifecycle initiatives end-to-end, directly impacting player engagement, conversion, LTV, and 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.