Head of Customer Success

Solar Staff is an international fintech company with a few offices around the globe. Our freelancer relationship management solution helps more than 2,500 businesses interact with their freelancers, taking care of talent onboarding, task management, security checks, copyright transfers, and payments in approximately 190 countries.

We are currently seeking an experienced Head of Customer Success to strengthen our team!

What you will be responsible for

• Develop and implement a business strategy for building relationships with current and new clients (focus on key clients);
• Build a team and organize its work, including high-quality customer service;
• Manage the customer service group: allocate workload, monitor effectiveness, train, motivate;
• Create department documentation (regulations, instructions, knowledge base updates);
• Interact with clients: conduct meetings, provide consultation, defend presentations, participate in tenders;
• Independently resolve non-standard customer requests/situations;
• Present customer tasks to the product team, create specifications, estimate deadlines, and monitor implementation;
• Control financial flows from clients, maintain internal reporting;
• Participate in creating new company products/services, identify and shape customer needs, collect feedback;
• Actively participate in the development of the B2B product: communicate with the product team and analytics department, including providing customer feedback, discuss new market trends/requests, generate ideas to improve product functionality and meet customer needs;
• Work on PR occasions/projects jointly with current clients to enhance product awareness.

What we expect from the candidate

• Experience as an Account Director / Head of Account / Customer Service Director in a similar product for at least 2 years;
• Experience in building and training a customer service team;
• Experience managing budgets of at least $100,000 per month;
• Experience in serving VIP and enterprise clients;
• Ability to delegate tasks and establish effective communication;
• Ability to make timely responsible decisions;
• Willingness to work in a multitasking mode;
• Proficiency in English and Russian at negotiation level (C2+) with clients;
• Excellent communication skills and ability to build trustful relationships;
• Strong organizational skills, ability to manage multiple projects and meet deadlines;
• Proficiency in analytical tools and software;
• Good knowledge and experience working with Intercom or a similar tool.

What we offer:

• Remote work, flexible start of the workday;
• Comfortable collaboration within the team;
• Regular salary reviews - ensuring to always remain competitive in the market;
• Competitive compensation and solid benefits package.