Company Overview

The organisation operates in the financial technology sector, providing digital financial products and services to individual and business customers. Its focus is on delivering reliable customer experiences, supporting effective product adoption and building long-term customer relationships through technology-enabled financial solutions.

Role Summary

The Fintech Customer Success Manager will manage customer relationships throughout the customer lifecycle, helping clients achieve value from digital financial products while improving satisfaction, retention and engagement. The role involves customer onboarding, product adoption, account health monitoring and proactive issue resolution.

Working closely with product, support, sales and compliance teams, the successful candidate will identify customer needs, address service challenges and contribute to improvements in the overall customer experience.

Key Responsibilities

• Manage customer relationships from onboarding through ongoing product adoption and retention.

• Develop customer success plans aligned with client objectives and product capabilities.

• Guide customers through digital financial product features, account workflows and platform functionality.

• Monitor customer engagement, satisfaction, retention and account health indicators.

• Identify customers at risk of disengagement and implement appropriate retention strategies.

• Coordinate with technical support and product teams to resolve recurring customer issues.

• Gather customer feedback and communicate product improvement opportunities to internal stakeholders.

• Conduct regular customer reviews and provide guidance on product usage and available features.

• Maintain accurate customer records, account updates and engagement activities in CRM systems.

• Identify opportunities to improve customer lifetime value through appropriate product education and adoption.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Finance, Communications or a related field.

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

• Experience working with fintech, digital banking, payments or other technology-enabled financial services.

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

• Familiarity with CRM platforms and customer success tools.

• Excellent communication, relationship-building and problem-solving skills.

• Ability to interpret customer engagement metrics and translate insights into practical actions.

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

Benefits

• Remote working arrangement within Estonia.

• Competitive compensation based on experience and qualifications.

• Opportunities for professional development in fintech and customer relationship management.

• Collaborative working environment with product, commercial and technical teams.

• Opportunity to influence customer satisfaction and long-term product adoption.

Application Instructions

Applicants should submit an up-to-date CV and a concise cover letter describing their customer success experience, relevant fintech exposure and achievements in customer retention or product adoption. Candidates are encouraged to provide examples of how they have improved customer relationships and resolved complex service challenges.

Are you interested in this position?

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

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