Remote Otter LogoRemoteOtter

Senior User Success Manager - Remote

Posted Yesterday
Customer Service
Full Time
Worldwide

Overview

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.

In Short

  • 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.
  • Identify and manage high-value users (top depositors, frequent players).
  • Offer white-glove service: priority support, exclusive bonuses, personal attention.
  • Oversee and optimize support across channels (Telegram, email, live chat).
  • Track user activity and flag dormant accounts for re-engagement.
  • Collect user and VIP feedback to improve platform UX.
  • Track onboarding completion, VIP lifetime value, NPS, retention rates, and issue resolution speed.
  • 100% remote work with flexible hours.

Requirements

  • Experience in user success or customer support roles.
  • Strong communication skills.
  • Ability to manage VIP relationships and deliver exceptional service.
  • Analytical skills to track and report on user metrics.
  • Experience with CRM tools and analytics platforms.
  • Familiarity with the gaming industry, particularly crypto gaming.

Benefits

  • 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.
Sigma Marketing logo

Sigma Marketing

Sigma Marketing is a dynamic and innovative company operating in the iGaming industry, focused on enhancing digital marketing strategies through a robust SEO framework. With a remote work culture that spans Eastern Europe, the Caucasus, and surrounding regions, Sigma Marketing is dedicated to driving measurable improvements in organic visibility, traffic, and conversion rates. The company values collaboration among its digital team, which includes developers, content writers, and marketing managers, to execute high-impact SEO strategies across various regions and verticals. Sigma Marketing is committed to leveraging technical expertise, on-page optimization, and off-page strategies to achieve its goals.

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