Customer Success Manager

What your day will look like

• You will fully own the post-sales customer experience for a mixed portfolio of business customers concurrently – this includes onboarding them, daily support, increasing product adoption, conducting demos, handling contract renewals.
• You will work closely with the Customer Support Analysts and Engineers to provide product solutioning for customers where necessary.
• You will work to understand each customer’s ongoing needs in light of their products, packages, and the product roadmap, and collate useful use cases, workflows, requirements, and feedback for the Product team as the customer voice, separating the signal from the noise.
• At times, you may attend prospect calls as a product specialist and conduct product demos or provide pre-sales support to teammates.

Your main responsibilities

• Onboard new customers to use our products and services quickly and smoothly.
• Act as the primary point of contact for assigned customers, understanding their needs and delivering timely, effective solutions. Build, maintain, and nurture strong, long-term relationships to ensure customer satisfaction and loyalty.
• Uphold customer relationships by regularly monitoring customer satisfaction levels, feedback, account performance, and progress, and tackling any issues professionally and promptly.
• Proactively identify opportunities to upsell and cross-sell our products and services to existing customers.
• Collaborate with internal teams to ensure seamless delivery of products and features to our customers.
• Educate customers on new products or services to help them maximise value and achieve success.
• Oversee contract renewals, negotiations, and amendments while maintaining accurate customer records.
• If you have a penchant for sales or you would like to develop your negotiation skills, this possibility can be discussed with the team lead.

In a magical world, a bunch of these things would be true of you

• Compliance knowledge regarding anti-money laundering (AML), fraud, and/or related legal frameworks; or knowledge of how banking or financial industry operations work.
• Prior experience working with data and/or product development, data scientists and/or product engineers.
• A desire to beat financial crime, a realistic understanding that it will not happen overnight, and the drive and tenacity to make it happen step by step.

Location

You have to be an Estonian tax resident. For this role, we don’t offer relocation assistance and/or visa sponsorship.

What the hiring process looks like

• Resume
• Short video recording (max. 8 mins) on: Why Salv and why this role? What should you take note of when running a customer video call?
• Written responses to 2 questions: Tell us about a problem you had to solve at work. What was the problem and how did you solve it? Share a time you had to learn something very difficult or completely new in a short period of time. How did you approach it and what did you learn?
  Timeline: 5 business days. Applications are not considered for the next round unless all items above are submitted
• Team interview - 50 min via Google Meet We would like to find out more about you – what drives you, what are your interests, and what you’re strong at. We will also share more about the role itself, so if you have any questions, feel free to ask.
• Case Study interview - 50 min via Google Meet In this round, we will dive deeper into how you think and problem-solve.
• Founder interview - 30 min via Google Meet.