[Hiring] VIP Account Manager Team Lead @softsich

Role Description

The VIP Team Lead is responsible for direct leadership of a team of 5–8 VIP Account Managers, driving revenue, retention, and client satisfaction across their combined portfolios. This role balances strategic oversight with hands-on client management, ensuring compliance, operational discipline, and world-class service delivery. The Team Lead acts as the first escalation point, manages bonus budgets, and develops the team to meet both commercial and service excellence goals.

• Lead and manage a team of 5–8 VIP AMs, assigning portfolios and monitoring performance.
• Achieve monthly and quarterly revenue targets across all assigned AM portfolios.
• Drive ARPU, LTV, and net deposit growth through structured account strategies.
• Review portfolio performance weekly, identifying churn risks, volatility, and upsell opportunities.
• Manage top-tier clients personally to ensure “white-glove service.”
• Act as the first escalation layer, resolving issues proactively within SLA.
• Approve bonuses (up to €500 per client) and ensure ROI discipline across the team.
• Conduct daily huddles, bi-weekly 1:1s, and quarterly reviews with focus on KPIs.
• Ensure 100% compliance with workflows, CRM hygiene, and regulatory requirements (KYC/AML/responsible gaming).
• Provide weekly performance reports and quarterly growth/retention forecasts.

Qualifications

• 5+ years of experience in VIP Account Management, including at least 2 years in a leadership role.
• Fluent English (written and spoken).
• Track record of managing teams to deliver revenue and retention KPIs.
• Ability to handle complex escalations and provide hands-on client support.
• iGaming, fintech, or related industry experience strongly preferred.

Benefits

• Schedule: 5/2 from 10:00 to 19:00 EST.
• Remote work or offices in Warsaw / Kyiv — you choose.
• Competitive compensation: fix + performance-based bonus.
• 24 paid vacation days, sick leaves, and health insurance (UA-based, other locations in progress).
• Clear career paths: Account Manager → Pre-VIP / VIP Manager or Account Manager → Team Lead.
• A supportive and friendly team with a strong knowledge-sharing culture.
• Coverage for professional learning and events.
• Team buildings, birthday greetings, and real human connection beyond work.
• Zero cooperation with the aggressor state and its affiliated businesses.

Company Description

Softsich is a young and ambitious international product tech company developing scalable B2B digital platforms for global partners.