Sigma Marketing LLC is looking for a Senior User Success Manager to manage the full user lifecycle from onboarding to long-term retention. You will ensure support quality, maximize user satisfaction, and build loyalty with top-tier players in a crypto gaming environment.
What You'll Do
- Guide new users through registration, deposits, and game access.
- Create easy-to-follow onboarding resources like FAQs, videos, and walkthroughs.
- Increase conversion from signup to first play or deposit.
- Identify and manage high-value users including top depositors and frequent players.
- Offer white-glove service including priority support, exclusive bonuses, and personal attention.
- Monitor VIP activity and trigger personalized promotions and check-ins.
- Maintain a VIP calendar for birthdays, milestones, and custom offers.
- Oversee and optimize support across channels like Telegram, email, and 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.
- 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.
- Collect user and VIP feedback to improve platform UX.
- Communicate insights to product, design, and development teams.
- Stay on top of user pain points and rapidly resolve friction.
- 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.
What We're Looking For
- 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.
Technical Stack
- Supabase
- GA4
Benefits & Compensation
- 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.
Work Mode
This is a global, 100% remote position.
Sigma Marketing LLC is an equal opportunity employer.
