What you will be doing:

1. Managing the team and developing the function:

• Leading a team of CSM / Account Managers (hiring, onboarding, development, performance review);
• Fostering a culture of proactive service;
• Developing the team's competencies in negotiation, analytics, and risk management;

2. Building structure and processes:

• Developing and implementing end-to-end processes (onboarding → adoption → retention → expansion → advocacy);
• Implementing interaction standards (regular syncs, QBR, health score);
• Segmenting the client base and distributing areas of responsibility;

3. Managing metrics and growth:

• Being responsible for key indicators (Retention, Churn, Expansion Revenue, NPS/CSAT);
• Implementing systems for monitoring client health;
• Identifying growth areas and scaling best practices for supporting strategic clients;

4. Interacting with product and related teams:

• Systematically collecting and prioritizing client feedback;
• Influencing the product roadmap;
• Building effective collaboration at the intersection of Sales, Product, Support, and Finance teams;

5. Ensuring operational maturity:

• Implementing and developing CRM processes (Bitrix24);
• Setting up transparent reporting and analytics (Superset);
• Enhancing the manageability of the database for legal entities and bank details.

The specialist we are looking for:

• Has 4–5 years of experience with B2B clients in Customer Success / Account Management and 3 years of team management experience (3–5 people);
• Has worked in fintech, SaaS, or payment solutions in the Russian and international markets;
• Possesses a deep understanding of the Customer Lifecycle and has practical experience implementing it;
• Expertly works with Retention, Churn, LTV, and Expansion metrics;
• Can effectively work at the intersection of teams (Sales, Product, Support) and has communication skills with C-level clients;
• Proficient in English at Upper-Intermediate (B2) level;
• Makes decisions based on data and metrics, possesses strong systemic thinking;
• Takes responsibility for results, turns uncertainty into a system, and develops people rather than doing work for them.
• Can balance the interests of the client with the commercial effectiveness of the business.
• Is always energetic and masterfully finds an approach in communicating with different people, knows how to build trusting relationships.

Will be a plus:

• Experience in transforming the accounting function into Customer Success;
• Understanding of legal and tax aspects of international payments;
• Experience working with Enterprise clients;
• Participation in product scaling or entering new international markets.

We offer:

• Competitive salary considering professional experience and ambitions;
• Official employment — registration as a full-time employee according to the Labor Code of the Russian Federation from the first day of work;
• Flexible work format — we offer a choice between fully remote, hybrid schedule, or working in one of our modern offices in Moscow or Kazan;
• Optimal schedule — 5/2 working week with flexible start time options.