VIP Customer Success Team Lead

OBRIO is an IT company with Ukrainian roots inside Genesis business ecosystem. Our team consists of more than 250 talented professionals whose ambitions and striving for success help us build the best products on the market. We have offices in Kyiv and Warsaw.

We are developing Nebula – the biggest brand in the spiritual niche. Nebula has over 60 million users worldwide and has been ranked as the № 1 lifestyle app of the day in the Apple Store and Play Market in the USA, Canada, and Australia several times. Nebula is available on iOS, Android, and Web.

Our mission is to make people happier by improving the quality of their relationships.

Here are some details we would like to share with you:

• Nebula is #1 in its niche in terms of downloads and revenue targets;
• 60 million users worldwide;
• Users from 50+ countries;
• 4.8 - our average AppStore rating (with more than 215 thousand ratings);
• OBRIO's achievements and team's expertise were shared in Tier-1 international and Ukrainian media, organizations, and brands such as Forbes Ukraine, TechCrunch, VECTOR, The Next Web, Tech.eu, Entrepreneur Media, Fast Company, AIN, IT Arena, MEGOGO, DOU, Projector Institute.

Who are we looking for?

We are looking for a Customer Success Team Lead to join our team. In this role, you will be instrumental in leading initiatives to retain and enhance the loyalty of our VIP users, ultimately increasing their lifetime value (LTV). You will manage a team of three, including a Customer Success Manager and two VIP Support Agents, and collaborate closely with Supply Managers, Product Managers, the COO, and the Support team.

Your impact:

• Designing and implementing data-driven strategies to enhance VIP customer loyalty and retention.
• Researching and implementing frameworks, automation, and predictive models to identify and prevent VIP user churn.
• Leading in-depth analysis of VIP customers' behavior, pinpointing growth opportunities, and developing actionable strategies based on these insights.
• Monitoring VIP customer satisfaction metrics and proactively improving the VIP user experience.
• Developing and launching customer engagement initiatives aimed at increasing the frequency and depth of VIPs' interactions with the product.
• Collaborating with analysts to develop targeted VIP customer segmentation that enhances retention strategies and optimizes the overall user experience.

About you:

• Minimum of 2 years of relevant experience in the field, with demonstrated management experience.
• Proficient in English (B2+ level or higher), with strong written and verbal communication skills.
• Proven experience in VIP client retention, including a deep understanding of retention strategies, tactics, and data-driven results.
• Experience in designing and implementing loyalty programs, including the development of offers or bonuses tailored to premium clients.
• Strong project management skills, with experience in process automation.
• Ability to take ownership and work autonomously in decision-making processes.
• Analytical mindset, as well as problem-solving and troubleshooting skills.

Why OBRIO is the best place to work?

• 🍏 Innovate and Be Creative: We embrace innovation and creativity at OBRIO, and we encourage our team members to bring their unique ideas to the table. You'll have the chance to explore new solutions and make a real impact on our company's success.
• ✅ Use Data to Make Decisions: We believe in the power of data at OBRIO. By joining our team, you'll have the chance to dive into data and use it to make informed decisions that drive results.
• 🚀 Strive for Excellence: At OBRIO, we believe that good is not good enough. We strive for excellence in everything we do and are always looking for ways to improve. You'll have the opportunity to push yourself to be your best and inspire others to do the same.
• ☝️ At OBRIO, we’ve gathered influential experts, all of whom are open to sharing their knowledge and ready to help solve issues based on their experience. This is the company where you can quickly reach your potential and advance your career.

Our benefits:

• Work from the comfort of your home or from one of our offices in Kyiv or Warsaw. The choice is yours!
  
• Enjoy 20 annual vacation days and unlimited sick leave, all covered by the company;
  
• Don't worry about getting the right equipment, we've got you covered if necessary;
  
• Stay healthy with access to a corporate doctor online, and health insurance options in Ukraine or a fixed amount towards insurance abroad after your probation period;
  
• Keep learning with our extensive corporate library, internal online meetings, and lectures;
  
• Grow your skills with our training compensation program;
  
• Take advantage of our supportive corporate culture, including assistance with relocation, advice on legal stay abroad, housing support, and help for third-country nationals;
  
• Have fun with our online/offline events and team-building activities!

Here's what our hiring journey for this position looks like: Initial Screening ➡️ Team Interview ➡️ Skill Assessment ➡️ Final Check ➡️ Job Offer.

Let's team up and reach for the stars together!

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