Customer Success Manager

Your role

This is a hybrid role where the functions of customer success/account management and inbound sales are intertwined.

As a Customer Success Manager with a partial sales portfolio, you will be responsible for building and nurturing strong relationships with valued prospects and customers throughout the entire customer journey, ensuring their satisfaction while driving business growth.

Your product expertise, ideally with some compliance background, would underpin success in this role. This role would therefore suit someone with excellent client-handling skills, a curiosity to deeply understand the product and customer’s needs, and a passion for delivering exceptional service.

Your main responsibilities

Take various roles considering the team needs in customer success area from the following list:

• Uphold customer relationships by regularly monitoring customer satisfaction levels, feedback, product usage, overall account health and progress, and tackling any issues professionally and promptly.
• Onboard new products or services for your assigned clients 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.
• Proactively identify opportunities to upsell and cross-sell our products and services to existing customers.
• Collaborate with internal teams to ensure seamless delivery of services to our customers, and acting as the voice of the customer.
• Educate customers on products or services to help them maximize value and achieve success.
• Oversee contract renewals, negotiations, and amendments while maintaining accurate customer records.
• Nurture prospects across sales cycle from conducting product demos that highlight value and benefits, lead product solutioning, commercial negotiations and coordinate legal negotiations to deal closure.

What your day will look like

• You will fully own the customer experience for a mixed portfolio of business customers concurrently – this includes introducing the product value of Salv to new prospects, onboarding them, daily support, optimising product adoption, user training, and 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 product needs in light of their products, packages, and the product roadmap, and collate useful use cases, workflows, requirements, and feedback for Product 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 presales support to teammates.
• Once onboarded with solid product knowledge, you would also take the lead for the whole sale cycle for a specific prospect – from preparing the demo, proposing and describing the best configuration for the prospect, negotiating and building relationships within the account, to deal closure.

Location

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

Salary

2,800–3,000 € gross monthly salary + correspondingly more/less options.
Sales commission is applicable for every additional revenue you bring in – whether from an existing client or a new prospect.

Your profile

• A curious, analytical problem solver who likes to dive into the details but also seeks to understand the bigger picture.
• An organised person with attention to detail and ability to work independently and collaboratively in fast-paced environment.
• A quick learner and humble listener, open to feedback and possessing a strong internal drive for improvement.
• An excellent communicator in English – both written and spoken – equally able to craft nuanced customer communications and smoothly lead a video call with stakeholders.

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 chops and tenacity to make it happen step by step.

Application stage (all components required):

• Resume
• Short video recording (max. 8 mins) on:
  • Why Salv and why this role?
  • What should you take note of when running a customer call on video?
• 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.

Interview stages

• 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.

• Business Unit Lead interview – 50 min in the office or via Google Meet

• Founder interview – 30 min in the office or via Google Meet.