Customer Success Manager

Job Title: Customer Success Manager

Reports To: Commercial Department Lead

Location: Limassol, Cyprus
Employment Type: Full-time

About SiGMA Group (Sigma Word)

Founded in 2014 and headquartered in Malta, SiGMA Group now employs over 250 professionals across six global offices, including Malta, Cyprus, Serbia, São Paulo, Manila, and India. SiGMA is a global leader in gaming, emerging tech, affiliate marketing, events, and media, best known for its marquee summits like SiGMA Malta and iGaming Academy. The company’s culture champions inclusivity, sustainability, collaboration, and philanthropic impact under its SiGMA Foundation initiative.

SiGMA events bring together industry professionals, stakeholders, experts, and enthusiasts from around the world to discuss the latest trends, innovations, challenges, and opportunities in the gaming and tech industries. These events typically feature conferences, exhibitions, networking sessions, panel discussions, keynote speeches, and various other activities aimed at facilitating knowledge sharing, business networking, and collaboration within the industry.

SiGMA events have gained recognition and popularity within the iGaming and tech communities, attracting a diverse range of participants, including operators, affiliates, regulators, suppliers, investors, and service providers. The events provide a platform for industry professionals to showcase their products, services, and expertise, as well as to foster meaningful connections and partnerships in a dynamic and engaging environment.

Key Responsibilities

• Supervise, coach, and support the team of Customer Success Managers (CSMs), ensuring they meet individual and collective KPIs.
• Lead the onboarding and handover process of clients from Sales to CSMs, ensuring the internal procedure is properly followed.
• Maintain updated, clean, and organized data within the CRM (HubSpot), including pipelines, tasks, and documentation.
• Act as the main point of contact for escalated client issues, resolving conflicts efficiently while maintaining SiGMA’s standards.
• Ensure timely and proactive communication with clients regarding deliverables, deadlines, and operational requirements.
• Collaborate with Sales, Legal, Finance, Media, and Operations departments to ensure seamless execution of sponsorships, contracts, and deliverables.
• Follow up with the CSMs regarding media bookings, ad placements, and iGaming Academy deliverables for each client.
• Lead the training program for the Sales Department, ensuring team members understand the commercial process, client journey, and sales tools.
• Implement new ideas and improvements to the training program, working closely with the Head of Sales and CCO.
• Lead new projects with CSMs and clients whenever there is a change to the website, product, or deliverables—this includes creating new procedures, uploading them to Basecamp, and documenting them in the CSM Bible.
• Create and maintain up-to-date CSM procedures and workflows in both the Sales & CSM Bible and Basecamp.
• Oversee continuous improvement and updates of internal workflows in Basecamp to ensure team efficiency.
• Work closely with the Operational team in the Sales Department to align client expectations with delivery capabilities.
• Ensure CSMs have full support and visibility over the Exhibitor Zone; coordinate with the operational team to keep it updated and ensure all clients are properly onboarded and represented.
• Provide regular feedback to the CCO regarding team performance, workload distribution, and process improvements.
• Organize internal reporting on client performance and pending issues.
• Any other task assigned by the line manager. 
  
  
  

Why SiGMA Group?

• Grow with us – Be part of SiGMA’s global expansion and make your mark.
• Free iGaming Academy access – Learn the ins and outs of the industry with access to courses.
• Travel perks – Visit our international offices and attend industry events worldwide.
• Performance rewards – High performers are recognized and fast-tracked with annual reviews and bi-yearly performance checks ins.
• Interest-free car loan after probation (T&Cs apply)