About the Company

Our client is an established and expanding financial technology business focused on delivering secure, accessible, and scalable digital financial services. The organisation combines technology, data-driven decision-making, and customer-focused service delivery to help clients achieve better financial and operational outcomes.

As the company expands its customer base, it is strengthening its customer success function to improve retention, deepen customer relationships, and support sustainable revenue growth.

Role Summary

We are seeking a Senior Customer Success Manager to lead strategic customer relationships, develop retention initiatives, and drive long-term value across a portfolio of high-priority fintech accounts.

The successful candidate will combine commercial awareness, customer lifecycle expertise, and analytical thinking to identify customer risks, improve adoption, and uncover growth opportunities. This role will also contribute to the development of customer success processes, reporting frameworks, and best practices across the organisation.

Key Responsibilities

• Manage strategic customer accounts and build trusted relationships with senior client stakeholders.
• Develop tailored customer success strategies that support retention, satisfaction, adoption, and revenue growth.
• Lead complex onboarding and adoption programmes for high-value or operationally demanding customers.
• Establish account health frameworks using product engagement, support activity, customer feedback, and commercial indicators.
• Identify at-risk accounts early and develop structured recovery plans to reduce churn.
• Lead strategic business reviews, renewal discussions, and customer value assessments.
• Identify opportunities for account expansion, additional product adoption, and increased customer engagement.
• Work with sales, product, marketing, compliance, and operations teams to improve the end-to-end customer experience.
• Analyse customer success KPIs, including retention, churn, renewal rates, customer satisfaction, and product adoption.
• Develop scalable customer engagement processes, playbooks, and communication standards.
• Mentor junior customer success colleagues and share effective practices across the team.
• Represent the voice of the customer in product planning and service improvement initiatives.
• Prepare forecasts, account performance reports, and strategic recommendations for senior management.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Management, or a related field.
• At least 5 years of experience in customer success, strategic account management, SaaS, or fintech.
• Demonstrated success managing strategic accounts, improving retention, or expanding existing customer relationships.
• Experience developing customer success plans, account health models, and customer engagement strategies.
• Strong understanding of customer lifecycle management, recurring revenue models, and commercial account planning.
• Familiarity with fintech products such as digital banking, payment solutions, lending platforms, or financial automation tools.
• Strong data analysis skills and experience with CRM systems, reporting dashboards, and customer success metrics.
• Excellent negotiation, presentation, leadership, and stakeholder management skills.
• Ability to manage complex customer issues and influence cross-functional decisions.
• Fluency in English; Estonian language proficiency is an advantage.
• Self-motivated, commercially minded, and comfortable working independently in a remote-first organisation.

Benefits

• Fully remote working arrangement within Estonia.
• Competitive salary commensurate with experience.
• Potential performance-related incentives, subject to the employer’s compensation policy.
• Opportunities to influence customer success strategy and business growth.
• Professional development and leadership opportunities.
• International collaboration and exposure to innovative fintech solutions.
• Paid annual leave and applicable employment benefits.

Application Instructions

Interested candidates should submit a CV detailing their experience in strategic customer success, retention management, and account development. Applicants are encouraged to highlight measurable results, including retention improvements, churn reduction, product adoption, or account expansion.

Shortlisted candidates will be contacted to discuss their experience, achievements, and suitability for the role.

Equal Opportunity Statement: The organisation supports equal employment opportunities and is committed to a respectful, inclusive, and performance-driven working environment.

Are you interested in this position?

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

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