An IT company Any (part of the T-Bank group of companies) is looking for a Director of Client Service to take charge of the development of client service and Customer Success as one of the company's key business functions.
Any (part of the T-Bank group of companies) is a Russian product IT company that creates solutions for e-commerce: search (AnyQuery), recommendations (AnyRecs), visual search (AnyImages), review management (AnyReviews), and an AI agent.
Your Role:
- You will be responsible for the health and development of Any's entire client portfolio: from service quality and client satisfaction to retention and revenue growth of the existing base;
- The task is to build a scalable system where the team not only responds to requests but also understands the client's business objectives, helps them achieve measurable results from the product, anticipates churn risks, and identifies growth opportunities;
- This role is at the intersection of Customer Success, commerce, client experience, and team management. You will manage 15 Customer Success Managers, and a matrixed team of analysts and developers.
What You Will Be Doing:
Client Portfolio Management:
- Develop segmentation for ~800 clients (Enterprise, Mid-Market, Mass Segment) considering revenue, potential, project complexity, product usage level, and churn risk;
- Create work models for each segment: from high-touch support for strategic clients to standardized service for the long tail;
- Ensure portfolio transparency: status of segments, risks, potential, team actions.
Retention and Revenue Growth:
- Own key base metrics: NRR, GRR, Revenue & Logo Churn, Expansion Revenue, CSI;
- Build a system of leading indicators (product adoption, health score, usage dynamics, client goal achievement, stakeholder engagement) to foresee risks before they impact financials;
- Transition from analyzing past churn to proactive retention management.
Customer Success System:
- Develop unified CSM standards of work across the entire lifecycle: handover after sale → integration and onboarding → first value → regular work → development → renewal;
- Define for each segment: interaction format and frequency, customer success plan, criteria for a successful client, health score, risk triggers, upsell/cross-sell scenarios, escalation and renewal rules, regular reporting;
- Implement QBRs and strategic meetings for Enterprise clients.
Working with Key Clients:
- Build executive-level relationships with major clients: communicate with owners, C-level executives, and heads of departments;
- Personally engage in significant renewals, expansion opportunities, complex negotiations, and conflict situations.
Team Management:
- Goals and KPIs, performance management, development and training of CSMs, coaching on complex cases;
- Hiring and onboarding, grade and career development system, communication quality standards;
- Portfolio allocation, capacity planning, development of the function's organizational structure as it grows (segment-specific teams, Team Lead / Senior CSM layer).
Customer Voice
- Systematically collect and analyze NPS, CSI, reasons for churn and dissatisfaction, client requests, product limitations;
- Transform feedback into concrete changes in the product, processes, and service, ensuring a closed feedback loop.
Cross-functional collaboration.
What We Are Looking For in a Candidate:
- Experience in Customer Success, Account Management, or client service in B2B SaaS / IT / MarTech;
- Experience managing a client team (including managers) and a large client portfolio;
- Experience with Enterprise clients and communication at the C-level;
- Understanding of SaaS economics and metrics like retention, churn, recurring revenue, expansion;
- Proven experience in reducing churn and/or increasing revenue for the existing base;
- Experience in building or scaling Customer Success processes;
- Ability to make data-driven decisions, not just relying on client feedback;
- Experience in complex negotiations and conflict resolution;
- Systemic thinking: ability to transform a large volume of clients, tasks, and signals into a manageable model;
- Strong leadership skills: develop people and foster a culture of accountability for client results.
- A plus: experience in e-commerce, retail, search, recommendations, personalization, CRM/CDP, or other MarTech products.
What the Company Offers:
- Team: 15 CSMs, ~800 clients, mature product portfolio;
- Comfort and stability: official employment, "white" salary, quarterly/annual bonus based on performance, and 4 days off per year;
- Work format: hybrid. Work in a cozy office at T-Space (Moscow) with delicious breakfasts/lunches and a gym;
- Professional growth: career track support, regular workshops and knowledge sharing between teams, discount on English learning with Skyeng;
- Learning: corporate library and courses from T-bank;
- Health care: discount on "YASNO" service (mental health) and voluntary medical insurance after the probation period;
- Freedom: minimal formalism and focus on results.
