Customer Success Manager

About the role

We are seeking a Customer Success Manager who takes pride in making every high‑net‑worth client feel uniquely valued. You will be the trusted point of contact for a portfolio of affluent customers, ensuring their experience is flawless from start to finish.

Key responsibilities

• Own the end‑to‑end client experience, proactively identifying and addressing potential dissatisfaction.
• Brief service teams on each client’s preferences, communication style, and specific requirements.
• Prioritise tasks by urgency and run pre‑briefings for unusual, sensitive, or complex requests.
• Review team output against client expectations, checking tone, format and presentation before delivery.
• Act as the single point of contact, keeping clients informed on progress, timelines and any limitations.
• Develop and implement customer retention processes and LTV growth strategies in collaboration with Sales.
• Create cross‑selling processes, tools, scripts and coaching materials for assistants.
• Monitor existing client profiles, reactivate inactive clients and document feedback after each task.

Required profile

• Fluent in Russian and English (spoken and written); Spanish is a strong plus.
• 2+ years of experience in a client‑facing or coordination role, preferably as a VIP bank account manager, luxury travel consultant or senior sales representative.
• Experience working with international, high‑net‑worth clients.
• Sharp attention to detail and ability to juggle multiple client requests simultaneously.
• Empathetic, open mindset with composure under pressure.

What we offer

• Stable long‑term opportunity in an international luxury service environment.
• Competitive salary based on experience, expertise and results.
• Dynamic, professional team focused on high‑quality client service.
• Flexible work arrangement – office in Tallinn or remote.