Client Success Team Lead

About SiGMA World

SiGMA World is a global events, media, and education company serving the iGaming, tech, and emerging industries. With offices across Europe, LATAM, and Asia, we connect businesses, investors, and innovators through world-class summits and digital platforms.

As Customer Success Team Lead, you will manage and support a team of Customer Success Managers (CSMs) and ensure clients receive a smooth, consistent, and high-quality experience from handover to delivery. You will own processes, training, and escalation handling, while working closely with Sales and Operations to make sure every sponsorship and deliverable is executed properly.

Location: Limassol, Cyprus - in office role

What you’ll do

Team leadership

• Supervise, coach, and support the CSM team to meet individual and team KPIs.
• Monitor workload, performance, and client coverage.
• Provide regular feedback and insights to the CCO.

Client onboarding & delivery

• Lead the handover process from Sales to CSMs and ensure procedures are followed.
• Act as the escalation point for client issues and resolve them calmly and effectively.
• Ensure clients receive timely updates on deliverables, deadlines, and requirements.

Process & systems ownership

• Keep CRM data (HubSpot) clean and accurate, including pipelines, tasks, and documentation.
• Create, maintain, and improve CSM workflows and procedures in Basecamp and the Sales & CSM Bible.
• Lead new projects when products, websites, or deliverables change, including documentation and training updates.
• Oversee continuous improvement of internal workflows to improve efficiency.

Cross-functional collaboration

• Work closely with Sales, Legal, Finance, Media, and Operations to ensure smooth execution of contracts and sponsorships.
• Coordinate media bookings, ad placements, and iGaming Academy deliverables with CSMs.
• Ensure full visibility and accurate onboarding of clients in the Exhibitor Zone.

Training & enablement

• Lead the Sales training program on commercial processes, client journey, and tools.
• Improve and update training content with the Head of Sales and CCO.
• Ensure teams understand new processes and changes.

Reporting

• Organize internal reports on client performance, risks, and open issues.
• Track recurring problems and propose improvements.

What we offer

• Global exposure: Travel to any SiGMA Group office up to 6 weeks per year, with 50% worked time to collaborate with international teams and attend global events.
• Flexible work & time off: Remote work, extra vacation after main events, flexible start times, and breaks.
• Celebrations & perks: Monthly birthday cakes, yearly voucher gifts, team lunches, and office celebrations.
• Education: Free access to courses through the iGaming Academy platform.
• Car loan: Up to EUR 10,000 interest-free after probation.
• Centrally located office: Easy access and collaborative workspace.