Head of Account Management

Responsibilities

• You'll lead the Account Management function and build a consistent customer lifecycle engine: onboarding → adoption → success tracking → expansion → retention → win-back . Your focus: structure + execution + client trust.
• What you'll drive:
• Customer lifecycle system
• Build and run a customer lifecycle management framework: onboarding, satisfaction measurement, upsell/expansion, retention, win-back.
• Document and continuously improve customer journeys, key touchpoints, and success moments.
• Introduce account segmentation and resource allocation logic (where we invest time and why).
• Programs, policies, and performance
• Build onboarding and account development programs that scale across geos and brands.
• Define Customer Success/Account Management policies, playbooks, and operating cadence.
• Implement satisfaction tools and loyalty initiatives (and make the data actually actionable).
• Governance & escalation
• Run business reviews and enforce internal SLAs with clear escalation mechanisms.
• Be the internal "Voice of Customer" - and translate client reality into product/process priorities.
• Revenue & leadership
• Define sales targets with leadership; contribute to revenue planning and forecasting.
• Drive training, internal collaboration, and executive engagement on key accounts.
• Contribute to cross-functional initiatives as part of the broader leadership team.
• What makes you a GR8 fit:

Requirements

• 3+ years of leadership/management experience in Account Management / Customer Success / Commercial operations.
• Strong track record in B2B (iGaming/gambling, IT, telco, finance, business services are relevant).
• Proven ability to build lifecycle frameworks and processes - and make teams follow them.
• Excellent communication + high EQ: you can handle exec rooms and messy escalations.
• Advanced English + Russian.
• Calm under pressure, strong execution, and serious attention to detail.
• Why you'll love working here:
• Benefits Cafeteria - annual budget you allocate to:
• Sports - Medical - Mental health - Home office - Languages.
• Work-life & support
• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Remote-first + tech support + coworking compensation.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.
• Our culture & core values:
• GR8_TECH culture is how we win - through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that's got your back.
• FUELLED BY TRUST : we're open, honest, and have each other's backs.
• OWN YOUR GAME : we take initiative and own what we do.
• ACCELER8 : we move fast, focus smart, and keep it simple.
• CHALLENGE ACCEPTED : we grow through challenges and stay curious.
• BULLETPROOF : we're resilient, ready, and always have a plan.

Benefits

Additional Information

GR8 _TECH builds B2B iGaming platforms for operators who play to lead. We deliver full-cycle, high-impact tech designed to scale - from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions. With 1000+ GR8 people across locations and time zones, we don't just ship technology - we help operators build success stories across brands, markets, and geos. Our ambition drives us. Our people make it real. If you're a challenger in spirit and a champion in action - join us. Why this role exists: This role exists to turn customers into long-term champions - through a clear lifecycle framework, strong governance, and a team that knows how to win relationships at scale. You'll own how we onboard, grow, retain, and re-activate accounts - and how we show measurable customer value across the journey.

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