Customer Success Manager

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We’re looking for a Customer Success Manager who takes real pride in making every client feel like the only one that matters. You’ll be the trusted face behind a portfolio of HNWI clients, the person they call first and the one who makes sure nothing ever falls through the cracks.

• Own the client experience end to end, catching potential sources of dissatisfaction before they surface.
• Brief the service team on each client’s preferences, communication style and specific requirements.
• Prioritise tasks by urgency and importance, and run pre-briefings ahead of unusual, sensitive or complex requests.
• Review the team’s work against the client’s expectations before anything goes out, checking tone, format and presentation.
• Act as the client’s single point of contact, keeping them informed on progress, timelines and any limitations.
• Development and implementation of customer retention processes and LTV (Customer Lifetime Value) growth strategy in collaboration with the Sales Department:
• Development and rollout of a cross-selling process to be used by all assistants
• Creation of tools and preparation of scripts for assistants, coaching, and ongoing performance control
• Monitoring existing clients, reviewing and updating client profiles, and using engagement tools to reactivate inactive clients
• Check in after every completed task to gauge satisfaction, then document and share feedback with the team constructively.

• Fluent Russian and English, spoken and written, is required for this role;
  Spanish is a strong plus.
• 2+ years of experience in a client-facing or coordination role, ideally as a VIP bank account manager, luxury travel consultant or senior sales representative.
• Experience working with international clients.
• Sharp attention to detail and the ability to juggle multiple client requests and priorities at once.
• Genuine empathy paired with an open, unconventional mindset that can look at a request from more than one angle.
• Composure under pressure and a natural instinct for client focus and coordination.

• Stable long-term opportunity in an international luxury service environment.
• Competitive salary, based on your experience, expertise and results.
• A dynamic and professional team focused on high-quality client service.
• Flexible and responsive work in a truly lifestyle-oriented company.
• Flexibility to work from the office in Tallinn, Estonia or remotely.