CRM & Customer Success Lead

We are seeking a data-driven CRM & Customer Success Lead to own the entire customer lifecycle, from onboarding and activation through retention, reactivation, and loyalty. This is a highly impactful role that sits at the intersection of lifecycle marketing, customer engagement, and customer experience, with direct responsibility for improving user retention and long-term customer value.

The ideal candidate will have proven B2C experience within prediction markets, iGaming (online sports betting and casino), trading platforms, or fintech products targeting the US market. You will be responsible for building and optimising automated customer journeys, executing highly targeted CRM campaigns, and ensuring exceptional customer support standards across all touchpoints.

Location: US-based or remote
Responsibilities:

As a CRM & Customer Success Lead, your broad responsibilities will include but are not limited to:

• Owning the full customer lifecycle strategy, including onboarding, activation, retention, reactivation, and loyalty initiatives.
• Designing, executing, and optimising segmented email, SMS, and push notification campaigns.
• Building and managing automated customer journeys to improve engagement, retention, and lifetime value.
• Developing data-driven customer segmentation strategies based on behavioural, transactional, and engagement data.
• Conducting A/B testing and performance analysis to continuously improve campaign effectiveness.
• Monitoring key CRM and retention metrics and providing actionable insights to stakeholders.
• Collaborating closely with product, marketing, and operations teams to enhance the overall customer experience.
• Managing customer communications and ensuring messaging remains relevant, personalised, and timely.
• Owning customer support quality standards, response processes, and service-level expectations.
• Identifying common customer pain points and working cross-functionally to improve customer satisfaction and reduce churn.
• Leveraging customer feedback and behavioural insights to influence product improvements and retention strategies.

Requirements:

• Minimum 4+ years of experience in CRM, lifecycle marketing, retention marketing, or customer engagement roles.
• Proven B2C marketing experience targeting the US market.
• Strong industry experience within prediction markets, iGaming (sports betting and online casino), trading platforms, fintech, or similar consumer-facing digital products.
• Hands-on experience with CRM and marketing automation platforms such as Braze, Iterable, HubSpot, or similar.
• Strong understanding of customer segmentation, lifecycle marketing, personalisation, and retention strategies.
• Experience designing and managing automated email, SMS, and push notification campaigns.
• Customer support or customer success experience, with a focus on service quality and customer satisfaction.
• Highly analytical mindset with experience using data to inform decision-making and optimise campaign performance.
• Proven experience running A/B tests and interpreting customer behaviour data.
• Excellent communication, organisational, and stakeholder management skills.

This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.
What we offer:

Competitive Compensation: You will receive a highly competitive compensation package, which includes a competitive base salary, performance bonuses, and other incentives, all reflective of your experience and contribution.

Work-Life Balance: We value work-life balance and offer flexible working arrangements, recognising that achieving your best in your career requires a healthy balance between work and personal life.

Department Operations Locations United States - Nevada, United States - New Jersey, United States - Pennsylvania Remote status Fully Remote