About the Role

We are seeking a customer-focused Customer Success Manager to strengthen client relationships, improve product adoption, and support long-term customer retention. The successful candidate will serve as a trusted point of contact for assigned customers, helping them achieve their objectives while ensuring they receive consistent value from the organisation’s products and services.

This position requires a combination of relationship management, commercial awareness, structured problem-solving, and customer lifecycle management. You will work closely with sales, product, technical support, and operations teams to resolve customer challenges, identify opportunities for improvement, and maintain a positive customer experience.

Key Responsibilities

• Manage relationships with a portfolio of customers throughout onboarding, adoption, renewal, and ongoing engagement.

• Understand customer objectives and develop practical success plans aligned with their business needs.

• Monitor customer engagement, product usage, satisfaction indicators, and retention risks.

• Conduct regular account reviews to assess progress, address concerns, and identify opportunities to improve customer outcomes.

• Coordinate with technical support and product teams to resolve customer issues and communicate progress clearly.

• Identify customers who may require additional guidance, training, or product education.

• Support contract renewals and identify appropriate opportunities for account expansion in collaboration with sales.

• Maintain accurate customer records, interaction histories, success plans, and follow-up actions within the CRM system.

• Gather customer feedback and communicate recurring product or service issues to relevant internal teams.

• Contribute to customer retention initiatives, service improvements, and customer experience programmes.

Candidate Requirements

• Bachelor’s degree in Business Administration, Communications, Management, or a related field, or equivalent professional experience.

• At least three years of experience in customer success, account management, client services, or relationship management.

• Strong communication, negotiation, and stakeholder-management skills.

• Experience using CRM platforms such as Salesforce, HubSpot, or comparable systems.

• Ability to interpret customer engagement metrics and identify early indicators of dissatisfaction or churn.

• Strong organisational skills and the ability to manage multiple customer relationships simultaneously.

• A practical, solution-oriented approach to customer concerns and service delivery.

• Professional written and spoken English; Estonian or other European language skills are an advantage.

Performance Expectations

Success in this role will be measured through customer retention, onboarding effectiveness, product adoption, customer satisfaction, renewal performance, and the timely resolution of customer concerns.

Why Join This Opportunity?

You will have the opportunity to influence customer experience directly, build lasting professional relationships, and contribute to sustainable business growth. The position offers close collaboration with commercial and technical teams, with scope to improve customer success processes and develop deeper expertise in customer lifecycle management.

Ideal candidate: A proactive relationship professional who combines empathy with commercial judgement and can translate customer feedback into measurable improvements.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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