Company Overview

The organisation operates in the digital finance and technology sector, providing technology-enabled services designed to help individuals and businesses manage financial activities and complete digital transactions more efficiently. Its approach focuses on service reliability, customer satisfaction, product usability and long-term customer relationships.

The Customer Success & Client Relations department works closely with product, technical support, sales and operations teams to help customers achieve their objectives when using the organisation’s digital services. The team focuses on understanding customer needs, supporting product adoption, resolving recurring challenges and identifying opportunities to improve the overall customer experience.

As the organisation continues to develop its customer relationships and digital service capabilities, customer success plays an important role in maintaining trust, improving engagement and supporting sustainable business growth. The department values proactive communication, structured account management and a practical understanding of customer outcomes.

Role Summary

The Customer Success Manager will be responsible for developing strong customer relationships, improving product adoption and helping customers realise the full value of the organisation’s services. The successful candidate will serve as a primary relationship contact for an assigned portfolio of customers, ensuring that their needs are understood and that appropriate internal resources are engaged when support or additional guidance is required.

This role extends beyond responding to customer enquiries. It involves proactively monitoring customer engagement, identifying potential dissatisfaction, coordinating issue resolution and helping customers use relevant product features effectively. The manager will also work with internal stakeholders to communicate customer feedback and identify opportunities to improve service quality.

The ideal candidate combines relationship-building skills with analytical thinking, organisational discipline and a strong commitment to customer outcomes. Experience with digital products, financial technology, business software or other technology-enabled services will be particularly valuable.

Working remotely within Estonia, the successful candidate will collaborate with colleagues across different functions, maintain accurate customer records and contribute to initiatives designed to improve satisfaction, retention and long-term customer value.

Key Responsibilities

• Customer relationship management: Build and maintain professional relationships with assigned customers through regular communication, structured reviews and timely follow-up. Develop an understanding of each customer’s objectives, operational requirements and expectations.

• Customer onboarding coordination: Guide new customers through the initial stages of their relationship with the organisation, ensuring that they understand relevant service features, account processes and available support resources.

• Product adoption: Help customers identify and use product features that are relevant to their needs. Provide guidance, educational materials and practical recommendations that encourage effective and consistent product usage.

• Customer success planning: Develop appropriate success plans for key accounts, outlining customer objectives, adoption milestones, outstanding challenges and agreed follow-up actions.

• Engagement monitoring: Review available customer activity indicators, service usage patterns and feedback to identify customers who may need additional assistance or who are not receiving the expected value from the service.

• Retention support: Identify potential churn risks, investigate the factors contributing to customer dissatisfaction and coordinate appropriate interventions with relevant internal teams.

• Issue resolution coordination: Take ownership of customer concerns that require collaboration between support, product, technical or operational teams. Track progress, communicate updates and ensure that customers receive clear explanations and appropriate follow-through.

• Customer feedback: Collect and document customer suggestions, recurring complaints and product improvement requests. Share relevant insights with product management and other stakeholders to support service improvements.

• Account reviews: Conduct periodic customer reviews to evaluate adoption, satisfaction, outstanding issues and opportunities to improve the relationship. Communicate findings and agree on practical next steps.

• Service education: Explain product capabilities, service processes and relevant changes in a clear and accessible manner. Help customers understand how to use available resources independently.

• Cross-functional collaboration: Work with sales, marketing, product, support and operations teams to ensure that customer expectations are understood and that service delivery remains consistent.

• Customer documentation: Maintain accurate records of customer interactions, commitments, account developments and unresolved matters within the organisation’s customer relationship management system.

• Performance reporting: Monitor customer satisfaction, retention, engagement, product adoption and other relevant indicators. Prepare reports that highlight emerging risks, progress and opportunities for improvement.

• Process improvement: Identify recurring obstacles in the customer journey and recommend changes to onboarding materials, communication processes, service documentation or internal workflows.

• Professional communication: Handle sensitive customer conversations with discretion, patience and sound judgement, particularly when customers experience service interruptions or operational difficulties.

Requirements and Qualifications

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

• Previous experience in customer success, account management, client services or another customer-facing role within a technology-driven organisation.

• Demonstrated ability to manage customer relationships, coordinate issue resolution and maintain consistent communication with multiple stakeholders.

• Strong understanding of customer onboarding, product adoption, retention and customer lifecycle management.

• Experience using CRM platforms and maintaining accurate customer interaction records.

• Ability to interpret customer feedback, account activity and service metrics to identify risks and opportunities.

• Excellent written and verbal communication skills, with the ability to explain product information in straightforward language.

• Strong organisational skills and the ability to prioritise customer needs while managing several accounts and ongoing tasks.

• Ability to work collaboratively with technical and non-technical teams to resolve customer issues.

• A customer-focused approach that balances responsiveness, realistic expectations and commercially responsible decision-making.

• Familiarity with digital banking, payments, fintech, SaaS or business software is an advantage.

• Understanding of confidentiality, data protection and appropriate handling of customer information under applicable European requirements.

• Professional English proficiency. Knowledge of Estonian or additional European languages is beneficial.

Benefits

• Remote working arrangement within Estonia, supporting flexibility and effective collaboration with distributed colleagues.

• Opportunity to develop long-term customer relationships and influence the quality of the customer experience.

• Exposure to digital financial services, customer lifecycle management and technology-enabled business operations.

• Collaboration with product, technical support, sales and operations teams.

• Professional development through customer relationship management, product education and service improvement initiatives.

• A working environment that values customer trust, accountability, clear communication and continuous improvement.

• Opportunities to contribute to customer retention, product adoption and service quality initiatives.

• Access to relevant customer management tools, internal documentation and collaborative resources needed to perform the role effectively.

Application Instructions

Applicants should submit an up-to-date CV outlining relevant customer success, account management or client service experience. The application should highlight examples of customer relationships managed, challenges resolved and improvements made to customer engagement or service delivery.

Candidates may include anonymised examples of customer success initiatives, onboarding improvements, retention projects or processes they have helped implement. Any examples should respect confidentiality obligations and must not disclose identifiable customer information.

Shortlisted applicants may be invited to discuss their approach to customer relationship management, handling dissatisfied customers, identifying retention risks and coordinating complex service issues. Candidates should be prepared to explain how they prioritise customer needs and measure the effectiveness of their work.

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