VIP Account Manager (eSports, CS2)

We are looking for a Mid-level VIP Account Manager to join our Retention Team and work with our products in the eSports and gaming industry.

Location: Remote.

Team: Retention Team.

About the Role

The VIP Account Manager will be responsible for managing and supporting a portfolio of high-value users across our projects.

The role focuses on building trusted long-term relationships, increasing retention and LTV, reactivating inactive users, developing personalized engagement strategies and offers, handling complex requests and escalations, and analyzing VIP segment performance.

You will work closely with the Retention, Support, Marketing, and Anti-Fraud teams to deliver a high-quality personalized experience for VIP users.

Requirements

• 2+ years of commercial experience as a VIP Manager / VIP Account Manager / Account Manager in iGaming, gaming, crypto, or other relevant digital entertainment products.
• Hands-on experience managing VIP / high-value users.
• Strong understanding of retention, reactivation, and customer lifecycle management.
• Experience working with CRM systems.
• Experience with personalized customer communication and engagement.
• Excellent communication and negotiation skills.
• Ability to build and maintain long-term relationships with high-value users.
• Ability to independently handle complex requests and escalations.
• Strong customer-oriented approach.
• English — Intermediate.
• Ukrainian or Russian — Upper-Intermediate+ / Advanced. This is a required language qualification for the role.

Will be an advantage

• Experience with eSports, CS2/CS:GO, gaming marketplaces, virtual items, or similar gaming products.
• Good understanding of the CS2 ecosystem and audience.
• Higher education is welcome; the field of study is not essential.

Responsibilities

• Manage a portfolio of VIP/high-value users and provide a personalized approach to each user.
• Build trusted long-term relationships with a focus on increasing retention and LTV.
• Develop personalized engagement strategies, campaigns, and individual offers within established project policies.
• Communicate directly with VIP users via chats, calls, and messengers.
• Monitor user activity and identify users at risk of churn.
• Drive retention and reactivation initiatives.
• Handle complex requests, disputes, and escalations.
• Collect user feedback and identify insights related to the VIP segment.
• Monitor retention, LTV, reactivation, churn, and other relevant VIP performance metrics.
• Prepare regular reports for the Head of Retention.
• Support the development of VIP communities across communication channels.
• Work closely with Support, Marketing, and Anti-Fraud teams.
• Follow established internal limits and compliance policies when working with personalized offers.

Tools

• CRM/CDP: Customer.io, OneSignal, or similar platforms.
• Communication: Email, Telegram, Discord.
• Analytics: Tableau or similar tools.
• Data & Reporting: Google Sheets / Excel.
• Task & Process Management: Jira / Notion / ClickUp.
• AI tools: ChatGPT and similar tools for communication, analysis, and workflow optimization.

What we offer

• 24 days of paid leave per year.
• 100% paid sick leave.
• Fixed rate + performance-based bonus.
• Full-time remote.
• Long-term collaboration.
• Sustainable business.
• Opportunity to work with products in the gaming and eSports industry.

Stages

• HR interview.
• Test Task.
• Manager interview.