Senior User Success Manager at Sigma Marketing LLC

Industry: iGaming

Employment Type: Full-Time

Company: Maverick

Working Hours: 9am - 5pm GMT+4

Job Description:

We are seeking a User Success Manager to manage the full user lifecycle—from onboarding and education to long-term retention and VIP relationship management. You’ll play a central role in ensuring support quality, maximizing user satisfaction, and building loyalty with our top-tier players.

Key Responsibilities:

1. User Onboarding & Success

• Guide new users through registration, deposits, and game access.
• Create easy-to-follow onboarding resources (FAQ, video, walkthroughs).
• Increase conversion from signup to first play/deposit.

2. VIP Relationship Management

• Identify and manage high-value users (top depositors, frequent players).
• Offer white-glove service: priority support, exclusive bonuses, personal attention.
• Monitor VIP activity and trigger personalized promotions and check-ins.
• Maintain a VIP calendar for birthdays, milestones, and custom offers.

3. Support Team Oversight

• Oversee and optimize support across channels (Telegram, email, live chat).
• Create internal workflows for fast issue resolution and escalation.
• Train support staff on handling both regular and VIP cases.
• Audit support quality and manage ticket KPIs.

4. Retention & Loyalty

• Track user activity and flag dormant accounts for re-engagement.
• Suggest and coordinate loyalty programs, streak rewards, and referral incentives.
• Collaborate with marketing to run CRM-driven campaigns.

5. Feedback & Product Improvement

• Collect user and VIP feedback to improve platform UX.
• Communicate insights to product, design, and dev teams.
• Stay on top of user pain points and rapidly resolve friction.

6. Reporting & Analytics

• Track onboarding completion, VIP lifetime value, NPS, retention rates, and issue resolution speed.
• Segment reports between regular and VIP user behavior.
• Use Supabase dashboards, GA4, or custom analytics tools to drive insight-based decisions.

Requirements

• 2+ years in user success, account management, or VIP support roles
• Experience in crypto, gaming, or sweepstakes environments
• Excellent communication and relationship-building skills
• Deep understanding of crypto deposits, wallet systems, and user onboarding
• Organized and proactive with a strong service mindset
• Proficient in support tools like Telegram, Intercom, Zendesk, and dashboards

Benefits

• 100% remote work with flexible hours
• Competitive compensation in crypto or USD
• Key role in building a user-obsessed crypto gaming brand
• Autonomy to shape VIP systems, loyalty flows, and retention journeys