Customer success manager for VIP clients

Playneta; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Полностью удаленная работа

Гибкий старт дня

Конкурентная salary

Job summary

Playneta ищет специалиста по удержанию VIP-клиентов. Ваша задача — строить долгосрочные отношения, становиться персональным менеджером и предлагать персонализированные рекомендации по играм и контенту, исходя из опыта и предпочтений пользователей.

Вы будете анализировать поведение VIP-активности, собирать инсайты, передавать их команде продукта и поддерживать связь с пользователями. Работа полностью удаленная, гибкий старт дня, конкурентная оплата и регулярное переоценивание по результатам.

Qualifications

• Опыт в Customer Success, Account Management, Community Management, Support или похожих ролях.
• Умение устанавливать контакт и поддерживать связь с VIP-пользователями.
• Понимание B2C продуктов, особенно в гейминге и/или мобильных приложениях.

Responsibilities

• Выстраиваете персональные отношения с ключевыми игроками и ведете регулярную коммуникацию.
• Развиваете долгосрочные отношения и становитесь надежным персональным менеджером.
• Своевременно решаете возникающие проблемы совместно с другими командами и предоставляете персонализированные рекомендации.

Skills

VIP-клиент-менеджмент

Коммуникация

Эмпатия

Job description

Задачи

• 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.

Требования

• 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)

Условия

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.