Customer Success Manager

• Design and maintain a B2C lead scoring model in HubSpot to prioritize high-intent leads across a high monthly contact volume
• Segment and continuously enrich the CRM database, including deduplication, data hygiene, and contact lifecycle staging
• Track and optimize Customer Acquisition Cost (CAC) by source, flagging underperforming channels and surfacing insights to the Marketing and Sales teams
• Build and manage lifecycle email workflows covering activation (post-lead), conversion (deposit → program fee), and retention (post-booking through to post-trip)
• Own the editorial calendar for newsletters and one-off campaigns, ensuring messaging is on-brand, audience-segmented, and results-oriented
• Continuously A/B test subject lines, copy, CTAs, and send-time to improve open rates, click-through rates, and downstream conversion
• Build and manage automated push notification flows for key lifecycle moments, including welcome journeys, booking milestones, payment reminders, and community prompts
• Sync CRM audience segments with paid ad platforms (Meta and Google) to run remarketing campaigns targeting high-score leads
• Ensure all CRM data is accurately tracked from source, including UTM parameters, lead origin, funnel stage, and revenue attribution
• Maintain full compliance with GDPR, LGPD, and other applicable data privacy regulations across all channels and automations
• Produce weekly and monthly performance reports on key lifecycle metrics such as activation rate, deposit-to-program-fee conversion, cancellation rate, and CAC by source

CRM & Customer Lifecycle Analyst

• Manage day-to-day relationships with partners and key customers.
• Help partners and customers achieve their goals.
• Build trusted relationships with key stakeholders.
• Identify growth opportunities and potential risks.
• Support feature rollouts and collect feedback on product needs.
• Act as a liaison between partners and internal teams.

Partnership Customer Success Manager

• Lead and develop Sumsub’s CS Partnership function, combining strategic ownership with hands-on involvement in key partner topics.
• Manage a small team of Customer Success Partnership Managers, including role clarity, coaching, performance management and capacity planning.
• Stay closely involved in partner operations, including production performance, adoption, escalations, and expansion opportunities.
• Build and improve practical processes for partner onboarding, production support, engagement models, and partner-related CRM standards.
• Act as the key Customer Success point of contact for partner-related initiatives.
• Partner with Sales, Product, Engineering, Marketing, Operations and Finance on partner growth, technical escalations, reporting, billing and commercial topics.
• Track partner performance, health, revenue impact and risks.

Head of Customer Success Partnership

• Configure and execute end-to-end CRM campaigns across multiple channels, including email, onsite notifications, and promotional pages
• Utilize data and reporting tools to support segmentation, targeting, and optimal campaign timing decisions
• Analyze campaign performance using dashboards and reporting tools (Google Sheets, Tableau, CRM analytics), and continuously refine execution based on insights
• Build, manage, and validate player segments within CRM systems (e.g., Fast Track or similar platforms) to ensure accurate targeting and personalization
• Collaborate with cross-functional teams to align campaigns with broader business objectives and player engagement strategies
• Monitor and evaluate campaign performance, delivering actionable insights and recommendations for continuous improvement
• Ensure all campaigns comply with responsible gaming policies, data privacy requirements, and applicable regulatory standards
• Contribute to process and workflow improvements, supporting a culture of data-driven execution and accountability

CRM Campaign Specialist

• Créer des stratégies CRM sur les comptes Klaviyo de tes clients sous gestion.
• Créer des calendriers éditoriaux.
• Rédiger des briefs écrits pour guider nos designers et copywriters dans la création des emails.
• Entretenir la relation client (reporting, appels récurrents, réponse aux questions des clients).
• Suivre les KPI et analyser les performances des campagnes CRM pour en tirer des enseignements et ajuster les stratégies en conséquence.
• Être force de proposition pour de nouvelles initiatives qui renforceront la relation client.

CRM Manager

• Consulting customers on questions related to our websites
• Working timely, speedily, and effectively with customer requests
• Resolving all customer issues with the goal of customer retention
• Promoting websites to customers upon opportunity
• Maintaining a high level of service quality

• Build and scale our AI-powered outbound engine for two brands
• Responsible for end-to-end campaigns (targeting, list building, sequencing, optimization)
• Generate a steady stream of qualified leads by intelligently combining AI and automation tools
• Ensure clean, structured CRM data and reliable workflows
• Translate sales goals into automated software processes

Growth Operations Manager, Outbound, CRM & Sales Automation

• Managing and customising the CRM platform to meet the organization's needs.
• Providing support and troubleshooting for users.
• Analyzing data to gain insights into team productivity, effectiveness, and operation.
• Collaborating with other teams to capture business requirements and implement CRM solutions.
• Coordinating and supporting integrations with third-party apps, plugins, and tools.
• Setting up processes to manage and protect customer and business data.
• Providing training to administration, staff, and faculty.

CRM Admin Intern

• Own customer success and client management across all active accounts. Reports, calls, escalations, retention.
• Build and maintain client reporting frameworks that are modular and scalable
• Manage difficult client conversations. Underperformance, scope issues, churn risk.
• Own financial operations: payments, expenses, reconciliation, filing deadlines, accountant liaison, etc
• Design and maintain operational documentation and workflows. Notion, SOPs, playbooks, knowledge base.
• Manage multiple team members. Set standards, give feedback, ensure nothing falls through the cracks.
• Embed AI and automation into operational workflows. Use Claude, scripting, and tooling to build leverage around yourself and the team.
• Report upward to the CEO and COO with clarity and consistency. Absorb complexity, surface clean information.
• Create genuine leverage for leadership by taking things fully off their plate.

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