Lead of Client Operations

(Client Success Lead / iGaming / Performance Marketing)

Hiring Partner: People Hunt
Location: 100% Remote
Team Size: 50 professionals

About the Company

We are hiring for a fast-growing retargeting agency where data and performance come first. Company is operating fully remotely and have built a team of 50 strong professionals focused on measurable results.

They are moving away from traditional HR and outdated management approaches. Instead, they build a professional environment where strong specialists grow through transparency, clear rules, ownership, and an honest performance system.

Role Mission

The Lead of Client Operations owns the client as a business account.

Your core mission is to ensure retention, portfolio growth, and strategic development of partnerships by managing expectations and maximizing partnership value.

This role is responsible for the results of client relationships and revenue growth - not for operational execution or delivery management.

Key Responsibilities

1. Business Account Ownership

• Deep understanding of the client’s business model

• Defining partnership objectives

• Managing expectations

• Identifying churn risks early

• Maintaining trust at the decision-maker level

2. Retention

• Monitoring early dissatisfaction signals

• Proactively mitigating risks

• Preventing escalations

• Ensuring long-term cooperation

3. Expansion / Upsell

• Initiating expansion opportunities:

  • New traffic streams

  • New GEOs

  • Volume increases

• Evaluating upsell feasibility and financial impact

• Ensuring growth does not break delivery

4. QBR & Business Reviews

• Leading monthly and quarterly business reviews

• Presenting:

  • What happened

  • Why it matters

  • What’s next

• Defining strategic next steps

5. Communication Management

• Building clear client-facing action plans

• Documenting agreements

• Synchronizing client expectations with internal teams

Required Hard Skills

Commercial Acumen

• Strong understanding of:

  • MRR

  • LTV

  • ROI

  • Unit economics

• Ability to read client-level P&L

• Ability to assess upsell financial impact

Data Literacy

• Confident working with BI dashboards

• Understanding of:

  • Retention

  • Churn

  • Cohort behavior

  • Deposit dynamics

• Ability to translate numbers into business meaning

Negotiation & Presentation

• Experience leading QBRs

• Structured result presentations

• Complex negotiations

• Objection handling

Risk Management

• Detecting churn indicators

• Preventing toxic upsells

• Managing client expectations

Additional Requirements

• 2+ years of experience in iGaming, betting, or performance marketing

• Experience managing small teams (2–5 people)

• Understanding of DSP logic

• Basic compliance knowledge

Critical Soft Skills

• High level of ownership

• Proactivity

• Stress resilience

• Ability to set boundaries

• Ability to say “no” when necessary

• Strategic mindset

• Fluent English (C1+)

• Russian – professional working proficiency

What This Role Is NOT

• You do not execute operational tasks hands-on

• You do not manage production teams

• You are not responsible for SLA execution

• You do not promise deadlines without alignment

• You do not sell at any cost

If your default mode is “solve everything urgently” instead of building systems — this is not the right fit.

Probation KPIs (5 months)

1. Retention rate at or above target

2. QBR conducted for all portfolio clients

3. Minimal executive escalations

4. Clear roadmap developed for each client

5. Initiated and financially justified growth opportunities