Responsibilities
1. Define and Execute Client Success Strategy:
• Design and implement a client success strategy aligned with Wallester’s goals.
• Track and analyze key metrics to measure success.
2. Drive Customer-Centric Initiatives:
• Build a customer-first culture that prioritizes client satisfaction.
• Act as the voice of the client, providing valuable feedback to internal teams.
3. Lead Cross-Functional Collaboration:
• Work with sales, product, marketing, operations, legal, and compliance teams to deliver a seamless customer experience.
• Partner with the product team to improve and innovate based on client needs.
4. Client Onboarding and Engagement:
• Oversee onboarding to ensure smooth client transitions to Wallester’s services.
• Develop educational resources such as webinars, training sessions, and guides.
5. Focus on Retention and Growth:
• Implement proactive strategies to reduce churn and maximize upsell opportunities.
• Monitor client engagement to identify and mitigate risks early.
6. Lead the Customer Success Team:
• Recruit, mentor, and lead a high-performing team of Client Relationship Managers.
• Foster a results-driven, collaborative team environment.
• Set team objectives, provide mentorship, and foster a high-performance culture
7. Analyze Customer Insights:
• Use data-driven insights to refine client success strategies.
• Leverage client feedback to improve products and services.
8. Promote Customer Advocacy:
• Encourage client participation in testimonials, referrals, and case studies.
• Represent Wallester at industry events to showcase client success stories.
9. Adapt and Scale:
• Build scalable systems to support rapid growth across markets.
• Stay ahead of fintech trends to adapt strategies for evolving client needs.
Requirements
We’re looking for a visionary leader with a strong blend of skills, experience, and abilities:
Skills:
• Proven team leadership and mentorship abilities.
• Strategic thinker with experience developing and executing client success strategies.
• Expertise in managing risks in client relationships, ensuring compliance with industry standards.
• Strong interpersonal, communication, and conflict resolution skills.
• Data-driven mindset to analyse client behavior and improve processes.
• Familiarity with fintech trends and regulatory requirements.
Experience:
• 5+ years in client success, account management, or a related role, ideally in a B2B or
SaaS environment.
• Leadership experience managing teams or departments.
• Proven success in reducing client churn, increasing customer lifetime value, and
scaling processes in a fast-growing company.
Abilities:
• Adaptability to thrive in a fast-paced, evolving fintech space.
• Visionary leadership to inspire teams and align strategies with company goals.
• Strong problem-solving and operational focus for creating scalable processes.
Preferred Qualifications:
• Bachelor's degree in business, finance, technology, or a related field (MBA is a plus).
• Fluency in English (written and verbal). Additional languages are a big plus.
• Experience working with international clients and understanding cultural nuances.
Company offers
• A leadership role with a tangible impact in a rapidly growing fintech company
• Collaborative, innovative work environment with a global client base
• Competitive salary
• The chance to work as part of a highly motivated and talented team
• Development and career opportunities
• Supportive and caring Leadership
• A modern office in the center of Tallinn
• Fresh fruit, sweets, drinks, and treats
• Sports compensation
• Great Team events
• Free parking in the center of Tallinn
