Customer success manager for VIP clients

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• Build and maintain personal communication with key players: reach out, check in, understand their experience, preferences, and challenges;
• Develop long-term relationships — become a trusted “personal manager” who is always available and reliable;
• Understand each VIP client deeply: their play style, preferences, pain points, and triggers.
• Don’t wait for VIP clients to reach out — proactively initiate contact, ask about their progress, mood, and overall experience;
• Resolve any issues quickly in close collaboration with other teams;
• Provide personalized recommendations on product features, activities, or content to enhance user experience.
• Collect feedback and identify patterns: what users enjoy, what frustrates them, and what impacts retention;
• Share insights with the product team to drive improvements and new hypotheses;
• Track key VIP metrics: activity, engagement, and retention.

• Experience in Customer Success, Account Management, Community Management, Support, or similar roles
• Excellent communication skills and high emotional intelligence — the ability to connect with users naturally
• Experience working with VIP users
• Structured approach — you’ll need to keep detailed notes on each VIP client, track dynamics, and capture insights
• English and Turkish proficiency at Pre-Intermediate level or higher
• Understanding of B2C products, especially in gaming and/or mobile apps
• Proactivity — the ability to identify opportunities to improve user experience and act without being prompted
• Strong relationship-building skills, friendliness, and ease in communication
• Будет плюсом: Experience in iGaming / social games / mobile apps; Ability to maintain informal yet professional communication (light, engaging, but still appropriate)

• We offer fully remote work and a flexible start to your workday.
• We offer a competitive salary, aligned at the start and reviewed regularly based on your performance and impact.
• Work alongside a strong, highly skilled technical team.
• We move fast, stay flexible, and you definitely won’t be bored.
• Telemedicine and online psychological support, reimbursement for sports, healthcare, and travel, extended medical insurance for family members, and more — we provide a comprehensive benefits cafeteria available from anywhere.