Client Success Manager Team Lead

About the role

Wallester, a FinTech company providing white-label card issuance platforms and payment solutions, is looking for a Client Success Manager Team Lead to lead and develop its CRM team. The role combines client management with team performance, operational coordination and process improvement, and reports to the Head of the department.

Key responsibilities

• Lead, mentor and support the CRM team, including performance evaluations, conflict resolution and regular 1:1s and team syncs
• Plan and assign goals, monitor KPIs and analyse client and team data to spot trends and improvement areas
• Own recruitment, onboarding and training of new team members
• Work with Operations, Finance, Legal, IT and others to streamline client servicing and document internal procedures
• Handle escalated client issues, monitor compliance in client communication and approve high-priority operational tasks
• Drive improvements in client management tools and workflows, oversee case handling in internal systems, and maintain team scheduling and backup coverage
• Support reporting, bonus calculation and payroll inputs for the team, and represent the CRM team in management and cross-department meetings

Required profile

• 3-5 years of experience in a similar team leadership role in B2B fintech, payments, card issuing, banking or financial services
• Proven experience managing and developing client-facing teams, including coaching, delegation and performance reviews
• Experience managing business client portfolios and building long-term relationships
• Working knowledge of KYC/AML and due diligence, and professional English and Russian
• Availability to work from the Tallinn office, with occasional business travel

Required skills

• CRM platforms such as Pipedrive and task management tools such as ClickUp
• Slack, Google Workspace or Microsoft 365
• Strong Excel or Google Sheets skills for portfolio analysis and KPI reporting
• Familiarity with API-based products is an advantage

What we offer

• Competitive salary and career opportunities
• Medical insurance after the probationary period
• Modern office in central Tallinn and a referral program
• Company events and free parking