Any** (part of the Tbank 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. We work with approximately 800 clients – from large enterprises to medium-sized businesses.

We are looking for a leader who will take responsibility for the development of client service and Customer Success as one of the key business functions of the company.

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 from 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 development specialists.

What you will be doing:

1. 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.

2. Retention and Revenue Growth:

• Master key base metrics: NRR, GRR, Revenue & Logo Churn, Expansion Revenue, CSI;
• Build a system of leading indicators (product adoption, health score, usage dynamics, achievement of client goals, stakeholder engagement) to identify risks before they impact financials;
• Transition from analyzing past churn to proactive retention management.

3. Customer Success System:

• Develop unified standards for CSM 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.

4. Key Client Engagement:

• Build executive-level relationships with major clients: communicate with owners, C-level executives, and heads of departments;
• Personally get involved in significant renewals, expansion opportunities, complex negotiations, and conflict situations.

5. Team Management:

• Goals and KPIs, performance management, CSM development and training, coaching on complex cases;
• Hiring and onboarding, grading and career development system, communication quality standards;
• Portfolio allocation, capacity planning, development of the function's organizational structure as it grows (segment teams, Team Leads / Senior CSM layer).

6. Customer Voice:

• Systematically collect and analyze NPS, CSI, reasons for churn and dissatisfaction, client requests, product limitations;
• Translate feedback into concrete changes in the product, processes, and service, ensuring a closed feedback loop.

7. Cross-functional collaboration.

What we value 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 C-level communication;
• Understanding of SaaS economics and metrics like retention, churn, recurring revenue, expansion;
• Proven track record of reducing churn and/or increasing revenue from the existing base;
• Experience in building or scaling Customer Success processes;
• Ability to make data-driven decisions, not just rely on client feedback;
• Experience with complex negotiations and conflict resolution;
• Systemic approach: ability to turn a large volume of clients, tasks, and signals into a manageable model;
• Strong leadership skills: develop people and create a culture of accountability for client results.

Bonus points for: experience in e-commerce, retail, search, recommendations, personalization, CRM/CDP, or other MarTech products.

We offer:

• Team: 15 CSMs, ~800 clients, a 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 T-Space office (Moscow) with delicious breakfasts/lunches and a gym.
• Professional growth: career path support, regular workshops and knowledge sharing between teams, discount on English language learning with Skyeng.
• Training: corporate library and courses from T-bank.
• Health care: discount on "YASNO" service (mental health) and voluntary medical insurance (DMS) after the probation period.
• Freedom: minimal formalism and focus on results.