Head of Customer Success

We’re looking for a Head of Customer Success to take ownership of our Customer Success and retention strategy and help shape how we build long-term relationships with our customers.

This is a senior leadership role combining strategy, people leadership, customer experience and commercial thinking. You’ll lead our Customer Success function, work closely with teams across the business, and use customer insights and performance data to improve engagement, retention and lifetime value.

What you'll be doing:

• Own and evolve the overall Customer Success and retention strategy, aligned with wider business goals
• Lead, coach and develop Customer Success Team Leads, Retention Specialists and other roles within the function
• Set and own key performance indicators across the function, including retention, churn, CSAT, LTV and team performance
• Use customer data, trends and behavioural insights to identify opportunities to improve engagement, retention and customer value
• Oversee customer lifecycle management and segmentation, ensuring we have the right approach for different customer groups
• Identify opportunities for upselling, cross-selling and reactivation, while keeping the customer experience at the centre
• Partner closely with CRM, Marketing, VIP, Sales, Product, Risk, Fraud and Finance on customer lifecycle and engagement initiatives
• Work with CRM and Marketing on personalised campaigns and retention initiatives
• Set and maintain quality standards for customer communication across phone, email and chat
• Take ownership of complex, escalated and high-risk customer cases when senior intervention is needed
• Continuously improve Customer Success processes, ways of working and customer journeys to increase efficiency and reduce friction
• Ensure the function operates in line with responsible gaming principles, AML/KYC requirements, regulatory obligations and internal policies
• Monitor performance and provide clear, actionable reporting and insights to senior management
• Contribute to budgeting and forecasting around retention, customer value and team performance
• Act as a strategic voice for the customer across the wider business

What we're looking for:

• 3–5+ years of experience in Customer Success, Retention, CRM, Customer Support or a similar customer-focused leadership environment
• Proven experience leading and developing teams, ideally through Team Leads or other people managers
• Experience in iGaming or a similar industry is strongly preferred
• Strong understanding of customer lifecycle management, retention and engagement strategies
• Experience working with CRM platforms, customer analytics and performance data
• A strong analytical and commercial mindset, with the ability to turn data into clear actions
  
• Good understanding of responsible gaming, AML, KYC and regulatory requirements
• Strong communication, reporting and presentation skills
• Excellent English, both written and spoken
• Strong decision-making skills and the ability to operate confidently in a fast-moving environment

What We Offer:

• Competitive salary and discretionary performance bonus.
• Premium private health insurance, including dental care.
• €50 monthly flexible benefits allowance.
• Up to 25 days of paid annual leave.
• Hybrid working, including 1 work-from-home day per week.
• Opportunity to grow and have a real impact in a fast-moving international company.
• A collaborative environment where ownership, ideas and new ways of doing things are encouraged.