About Wallester Wallester is a cutting-edge financial technology company that specializes in providing innovative solutions for businesses seeking to modernize their payment systems. By offering white-label card issuance platforms, seamless integration with existing infrastructure, and comprehensive support for both digital and physical cards, Wallester empowers companies to enhance their financial services and customer experience. Recognized as a leader in the FinTech space, Wallester has earned a reputation for its state-of-the-art technology, security, and scalability. Whether you are a startup or an established enterprise, Wallester delivers flexible, reliable solutions tailored to meet the evolving needs of the digital economy. About the role We are passionate about helping our clients achieve success, and we are looking for a highly motivated Head of Client Success to join our dynamic team. In this strategic leadership role, you will ensure our clients derive maximum value from our offerings, foster client satisfaction, and contribute to the company's overall growth. Key Responsibilities 1. Define and Execute Client Success Strategy: • Design and implement a client success strategy aligned with Wallester's goals. • Track and analyze key metrics to measure success. 2. Drive Customer-Centric Initiatives: • Build a customer-first culture that prioritizes client satisfaction. • Act as the voice of the client, providing valuable feedback to internal teams. 3. Lead Cross-Functional Collaboration: • Work with sales, product, marketing, operations, legal, and compliance teams to deliver a seamless customer experience. • Partner with the product team to improve and innovate based on client needs. 4. Client Onboarding and Engagement: • Oversee onboarding to ensure smooth client transitions to Wallester's services. • Develop educational resources such as webinars, training sessions, and guides. 5. Focus on Retention and Growth: • Implement proactive strategies to reduce churn and maximize upsell opportunities. • Monitor client engagement to identify and mitigate risks early. 6. Lead the Customer Success Team: • Recruit, mentor, and lead a high-performing team of Client Relationship Managers. • Foster a results-driven, collaborative team environment. • Set team objectives, provide mentorship, and foster a high-performance culture 7. Analyze Customer Insights: • Use data-driven insights to refine client success strategies. • Leverage client feedback to improve products and services. 8. Promote Customer Advocacy: • Encourage client participation in testimonials, referrals, and case studies. • Represent Wallester at industry events to showcase client success stories. 9. Adapt and Scale: • Build scalable systems to support rapid growth across markets. • Stay ahead of fintech trends to adapt strategies for evolving client needs. Requirements We're looking for a visionary leader with a strong blend of skills, experience, and abilities: Skills: • Proven team leadership and mentorship abilities. • Strategic thinker with experience developing and executing client success strategies. • Expertise in managing risks in client relationships, ensuring compliance with industry standards. • Strong interpersonal, communication, and conflict resolution skills. • Data-driven mindset to analyse client behavior and improve processes. • Familiarity with fintech trends and regulatory requirements. Experience: • 5+ years in client success, account management, or a related role, ideally in a B2B or SaaS environment. • Leadership experience managing teams or departments. • Proven success in reducing client churn, increasing customer lifetime value, and scaling processes in a fast-growing company. Abilities: • Adaptability to thrive in a fast-paced, evolving fintech space. • Visionary leadership to inspire teams and align strategies with company goals. • Strong problem-solving and operational focus for creating scalable processes. Preferred Qualifications: • Bachelor's degree in business, finance, technology, or a related field (MBA is a plus). • Fluency in English (written and verbal). Additional languages are a big plus. • Experience working with international clients and understanding cultural nuances. What We Offer • A leadership role with a tangible impact in a rapidly growing fintech company • Collaborative, innovative work environment with a global client base • Competitive salary • The chance to work as part of a highly motivated and talented team • Development and career opportunities • Supportive and caring Leadership • A modern office in the center of Tallinn • Fresh fruit, sweets, drinks, and treats • Sports compensation • Great Team events • Free parking in the center of Tallinn