Head of Customer Success (Maternity cover)

Your role

The Head of Customer Success at Salv will lead and scale the customer experience, ensuring that customers not only adopt and integrate Salv’s solutions effectively but also achieve measurable value that supports their mission to fight financial crime.

This is a fixed-term maternity leave replacement (expected duration 12–18 months).

You will manage a team of specialists across customer onboarding, ongoing support, relationship management, renewals, upsells, and offboarding — ensuring clear roles, accountability, and sustainable operational excellence.

You will be accountable for Net Recurring Revenue (NRR) outcomes through strong retention, expansion, and customer advocacy while embedding Salv’s values of collaboration, proactivity, and efficiency into how the Customer Success function operates.

This role is based in Tallinn or Tartu, Estonia and works closely with cross-functional teams in Sales, Product, Legal, and Engineering.

About us

Our mission is to beat financial crime, and we help our clients to prevent money laundering, terrorist financing, and fraud. We are expanding our business in Europe.

Your main responsibilities

Leadership & Team Development

• Lead and manage a Customer Success team of specialists (including Customer Success Managers and Support Analysts), helping them own shared responsibilities across the entire customer lifecycle.
• Provide strategic leadership and day-to-day coaching, ensuring clarity of roles, career development, and empowerment to drive results. Establish scalable ways of working that balance onboarding delivery, customer support, relationship management, retention, and expansion activities.
• You will build the infrastructure that lets the company use this information effectively. You’ll unlock new data-driven value for customers, support internal analytics, and shape a long-term data platform that scales with global demand.

Revenue Ownership & Customer Growth

• Own NRR performance: drive renewals, upsells, cross-sells, and churn reduction.
• Build structured approaches to health scoring, renewal planning, expansion pipelines, and risk mitigation to improve predictability and growth outcomes.
• Support the team as needed with new customer revenue generation by ensuring strong handovers and readiness for implementation.

Customer Value & Relationships

• Act as a strategic partner and escalation point for key customers, particularly where compliance, regulatory outcomes, and operational impact matter most.
• Ensure customers derive real, measurable value from Salv’s platform and solutions, aligning outcomes with their compliance, risk, and business goals.

Onboarding & Delivery Excellence

• Oversee onboarding and implementation practices to ensure a smooth, efficient, and high-impact path to value for new customers.
• Continuously improve onboarding processes and playbooks to reduce time to value and improve customer experience.

Contracts, Compliance & Collaboration

• Partner closely with Legal on renewals, contract amendments, compliance requirements, and service commitments.
• Collaborate with Sales, Product, Engineering, and Marketing to align Customer Success strategies with broader company goals and product direction.

Operational Efficiency & Metrics

• Lead resource planning and capacity management to ensure effective utilization of the Customer Success team.
• Define and track key success metrics including retention rates, churn, NRR, CSAT, LTV, onboarding efficiency, and support responsiveness.
• Use data-driven insights to refine processes, improve outcomes, and scale operations.
• Own the tools used in Customer Success and internal process pages

Customer Advocacy & Continuous Improvement

• Champion the voice of the customer across Salv by gathering actionable feedback and driving improvements in products, services, and processes. Stay current with industry trends in RegTech, compliance, AML, and customer success best practices, driving innovation internally.

Location

You must be an Estonian tax resident for this position. We do not offer relocation assistance and/or visa sponsorship for this role.

Your profile

Experience & Skills

• Experienced leader in Customer Success or related functions in B2B SaaS, with a track record of ownership for retention and growth outcomes.
• Comfortable working with cross-functional teams, driving clarity and accountability in shared responsibilities.
• Strong relationship builder with customers and internal stakeholders alike, especially with compliance-focused enterprises.
• Proactive, analytical, and operationally rigorous — able to scale a function and improve processes as the business grows.
• Passionate about Salv’s mission to fight financial crime and help compliance teams work more effectively.
• Preferably have experience in compliance

What does success look like after six months?

The Head of Customer Success assumes full accountability for the Customer Success function, including outcomes, commitments, and performance previously owned by the former Head of Customer Success. This role is expected to take ownership of the current state of the function, assess what is working and what is not, and define and execute the changes required to improve results over time. Success in this role is measured by the ability to diagnose challenges, set direction, and deliver measurable improvements, rather than by following a predefined set of initiatives.

Within the First 3–6 Months

• Take full ownership of Customer Success performance, team execution, and customer outcomes.
• Build a clear, fact-based understanding of customer health, retention risks, revenue performance, and operational effectiveness.
• Establish credibility and trust with the Customer Success team, key customers, and cross-functional stakeholders.
• Ensure continuity and stability for customers during the leadership transition.

Within 12 Months

• Demonstrate measurable improvement in post-sale Net Recurring Revenue (NRR), retention, and customer satisfaction compared to the previous period.
• Improve predictability and reliability of Customer Success outcomes through clear ownership, prioritisation, and execution.
• Build a Customer Success operating model that scales with Salv’s growth while balancing customer experience, team capacity, and profitability.
• Position Customer Success as a trusted, accountable, and value-driving function within Salv.

The hiring process

• Application submission
• Screening interview(30min)
• Case study
• Case study workshop with team members
• Lunch with 1-3 team members
• Founder interview(30-60min)