Fliff Inc

Customer Success Manager

• Build and lead our CRM function end-to-end — from strategy to hands-on execution — across email, push, in-app, and other owned channels.
• Leverage cutting-edge data, segmentation, and experimentation tools to maximize retention, frequency, and LTV.
• Bring a deep understanding of iGaming / sports betting / casino user behavior, regulation-aware messaging, and VIP/rewards dynamics.
• Partner closely with Product, Data, Acquisition and Growth, and Creative to build an ecosystem of always-on programs, experiments, and personalized experiences across millions of sports fans.
• Own the CRM & retention strategy across the full player lifecycle: acquisition handoff, onboarding, activation, engagement, VIP development, reactivation, and win-back.
• Define north star and operational metrics for lifecycle (D1/D7/D30 retention, WAU/MAU, session and pick frequency, ARPU, churn, reactivation rates, LTV).
• Design, launch, and optimize lifecycle flows including new user onboarding & education, activation drives, daily/weekly engagement programs, VIP & loyalty programs, churn prevention, and win-back strategies.
• Own the segmentation strategy and partner with Data Analytics to build and activate predictive models.

Director, CRM & Lifecycle Marketing