Location: Remote (with flexibility for international travel)

Reporting to: CEO & Shareholders

The Mission: From Function to Vertical

We are looking for a visionary Chief Customer Success Officer (CCSO) to architect and lead our entire customer journey. This isn't just about managing teams; it’s about building a seamless, high-end ecosystem that connects Customer Support, CRM, Retention, and VIP. As the CCSO, you will be the ultimate mastermind ensuring synergy across all player-facing verticals. You will transform high-stakes gambling into a bespoke concierge experience, supported by a flawless operational machine behind the scenes.

Key Responsibilities

Ecosystem Architecture: Build and synchronize the Customer Success vertical. Create frictionless synergy between Customer Support (first touch), CRM (engagement), Retention (loyalty), and VIP (elite experience).
Policy & Strategy Launch: Define VIP policies, regional approaches, and specialized "Visa departments" (handling complex, high-net-worth player needs).
Brand Ambassadorship: Act as a "Point of Attraction" for high-stakes players. You will be a hands-on ambassador, attending elite parties, poker rooms, and industry hubs.
Concierge Service: Build and manage a high-end concierge service, ensuring a seamless luxury experience for the VIP cohort.
Cross-Departmental Strategy: Define and launch cohesive policies. Implement specialized "Visa departments" for high-net-worth individuals while ensuring CRM campaigns and Support SLAs align with the overarching VIP strategy.
Technical Liaison: Formulate requests for the technical infrastructure team to ensure the backend supports a premium frontend experience.

Ideal Profile:

You have extensive experience in high-stakes environments. You’ve been to Las Vegas, Macau, and understand the soul of a land-based casino.
Ideally, an ex-Community Manager or someone from high-spend poker rooms who knows how to maintain the "vibe" and sit at the table with elite players.
You know how to validate and scout VIPs, even when starting from a cold base. You understand the difference between linear high-rollers and strategic brand advocates.
Ready to travel frequently to connect with players and stakeholders in person.

Requirements

Experience: Proven track record in C-level or VP-level roles within top-tier iGaming companies, overseeing multiple player-facing departments (VIP, CRM, CS).
Mindset: A hybrid of data-driven Customer Success strategy and B2C Business Development. You are a "bright point of attraction" who is equally comfortable in the boardroom building retention models as you are navigating high-stakes social circles and nightlife.
Skills: Exceptional executive presentation skills and the ability to coach and mentor department heads on the unified VIP/Customer lifecycle mindset.
Languages: Fluent English & Russian (excellent verbal and presentation skills).

Performance Metrics (KPIs):

Global & VIP NPS: Maintaining a score of 9/10 or higher within the VIP segment, while elevating the baseline Support NPS.
Cohort Stability & LTV: Driving consistency, extending player lifetime value, and reducing churn rates through synchronized CRM and Retention efforts.
Synergy Productivity: Successful cross-pollination metrics (e.g., % of VIPs successfully identified and upgraded from standard Support/CRM funnels).
VIP Growth: Overall financial performance and volume growth of the VIP cohort.

What We Offer

Direct Impact: Reporting directly to the CEO and Shareholders.
Freedom to Build: You are not just filling a seat; you are creating the vertical from the ground up.

Chief Customer Success Officer

Job Description