Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Head of CRM & Support at Whow Games responsible for customer retention and communication. Leading a team to develop strategies for enhancing player loyalty and satisfaction.
Responsibilities
- Responsible for all activities related to customer retention, communication and support
- Develop a data-driven CRM strategy to retain players long-term
- Plan and optimize retention campaigns across the entire player lifecycle
- Lead the VIP and whales care program and maintain personal relationships with high-value players
- Manage all CRM communication channels such as email, push notifications and in-game messaging
- Conduct testing and monitoring to ensure relevant and effective interactions
- Lead and develop the Customer Support team including VIP support
- Define and analyze key KPIs such as retention, LTV and NPS
Requirements
- Several years of experience in CRM, customer care or community management, preferably with leadership experience
- Analytical thinking, strategic planning and a creative approach to customer retention
- Experience with tools such as Braze, Tableau, HTML and marketing automation is an advantage
- Strong communication skills, a hands-on mentality and the ability to design and improve processes efficiently
- Very good German and English skills; additional languages are an advantage
Benefits
- Professional team with several years of industry experience
- Dynamic environment with flat hierarchies and fast decision-making
- Flexible working hours and the possibility to work remotely (office presence expected 2 days per week)
- Regular company events
- Fruit, beverages and meal allowances
- Subsidy for the DeutschlandTicket
- Wellpass membership available
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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