Customer Success Manager (SaaS, Affiliate, iGaming)

If you have experience as a Customer Success in the iGaming industry, and are eager to join a growing Ukrainian SaaS company, we’d love to hear from you!

About Scaleo

Scaleo is a leading SaaS product that helps companies build, manage, and analyze their affiliate programs. Our platform is used by thousands of users globally, processing millions of requests daily. We serve clients in Europe, the UK, the US, Asia, and Australia.

Our mission is to create a top-tier SaaS platform and become an industry leader. Recognized for our product quality and customer service, we have been awarded the “High Performer” status by G2 (Summer 2024).

We are looking for an experienced Customer Success Manager to join our team.

Your Responsibilities

Managing the Onboarding Process:

• Guide TOP new customers through the product setup.
• Conduct training sessions and product demonstrations to familiarize customers with features and functionalities.

Ensuring Customer Success:

• Maintain regular communication with customers to track their goals and satisfaction with the product.
• Conduct regular check-ins and QBRs to assess progress and highlight the value of the product.
• Proactively address customer inquiries, issues, or complaints to provide timely resolutions.

Building Long-Term Relationships and Driving Customer LTV:

• Foster trust and strong relationships with key customer stakeholders.
• Reduce churn by proactively addressing risks and improving customer retention.

Analytics and Reporting:

• Track and analyze customer success metrics, such as NPS, Adoption Rate, Churn Rate, and Health Score.

Ideal Candidate

• At least 2 years of experience in either Customer Success, Onboarding management, Account, or Customer Care roles.
• Expertise in iGaming/Trading Affiliate Marketing.
• Experience with CRM solutions (Pipedrive, Hubspot, etc) and CS solutions (ChurnZero, Gainsight, etc.)
• English proficiency at Upper-Intermediate (B2) or higher.
• Passionate, proactive, and responsible to ensure a smooth and top-notch customer experience.

What We Offer

• A vibrant, product-driven team environment with ambitious goals and exciting achievements.
• Regular salary reviews, conducted once a year.
• Office locations in Sumy, Prague, or the option to work remotely.
• Flexible, paid vacation and sick leave.
• Opportunities for professional development and learning, funded by the company.
• Team events and an office stocked with refreshments.