Customer Success Manager

Your role

As a Customer Success Manager, you will be responsible for building and nurturing strong relationships with our valued clients throughout the entire customer journey, ensuring their satisfaction while driving business growth through strategic account development and revenue expansion. This role requires strong communication skills, a solid understanding of anti-money laundering principles, and a passion for delivering exceptional customer service.

Your main responsibilities

• Onboard new customers to use our products and services 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.

• Uphold customer relationships by regularly monitoring customer satisfaction levels, feedback, account performance, and progress, and tackling any issues professionally and promptly. 

• Proactively identify opportunities to upsell and cross-sell our products and services to existing customers based on their evolving business needs. Develop tailored recommendations and proposals that align with their objectives.

• Collaborate with internal teams to ensure seamless delivery of products and features to our customers.

• Educate customers on new products or services to help them maximize value and achieve success.

• Oversee contract renewals, negotiations, and amendments while maintaining accurate customer records.

• Maintain a strong understanding of our product roadmap and market positioning to confidently engage in commercial conversations and support sales objectives.

• As our team's first Lithuanian Customer Success Manager, you may also need to conduct customer visits locally, as well as support or potentially lead sales deals for Lithuania-based clients. 

What your day will look like

• You will fully own the post-sales customer experience for a mixed portfolio of business customers concurrently – this includes onboarding them, daily support, increasing product adoption, conducting sales and user demos, 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.

• If you have a penchant for sales or key account management, this would be a strong advantage and a hybrid CS-Sales role can be discussed further. 

Location

Remotely, within Lithuania. You have to be a Lithuanian tax resident. For this role, we don't offer relocation assistance and/or visa sponsorship.

Salary

EUR gross monthly salary, with correspondingly more or less options. Commission bonus on incremental and new revenue (cross-sell/upsell/sales) 

Your profile

• A curious, analytical problem solver who likes to dive into the details but also seeks to understand the bigger picture. 

• An organized 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 and Lithuanian – 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. 

The hiring process

• 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. 
• 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. 
    
    
• Management and Founder interview - 30 min via Google Meet, or in-person visit to the office where possible. 
  
  
  *We respect your time and effort, so we generally strive to move as quickly as possible. However, due to the summer vacation period, please note that our responses may be delayed and the first round of interviews may only be scheduled from early October onwards. 
  
  

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. 

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