About the role
- Junior Customer Success Manager focusing on customer adoption of Tuum's innovative banking platform. Collaborating with cross-functional teams to ensure a smooth user experience post-launch.
Responsibilities
- Act as the primary post–go-live contact for customers, building trusted relationships, understanding their objectives, and supporting successful adoption of the Tuum platform.
- Run regular customer check-ins and support the preparation and delivery of quarterly business reviews, monitoring usage and health indicators to proactively identify adoption gaps or risks and coordinate resolutions with internal teams.
- Assist with managing the contract lifecycle, including renewals, amendments, and commercial discussions in collaboration with Sales, Legal, and Finance, while contributing to retention goals and identifying potential expansion or upsell opportunities.
- Collect and structure customer feedback, pain points, and feature requests, collaborating with Product and Engineering to translate customer needs into actionable input and supporting Marketing initiatives such as references and case studies.
- Communicate new features and platform updates through organised workshops, demos, and early-access sessions, and coordinate with Support and Implementation teams to manage escalations and resolve service-related issues.
- Build a strong foundational understanding of the Tuum platform, APIs, and core banking concepts, while contributing to the development of Customer Success processes, playbooks, and tooling as the team and customer base scale.
Requirements
- You have 2+ years of experience in Customer Success, Account Management, or a similar B2B customer-facing role, ideally within SaaS, fintech, or a technology-driven environment; exposure to enterprise or technical customers and an understanding of core banking or financial services is an advantage.
- You bring strong relationship-building skills and a consultative mindset, and are comfortable communicating with customers and internal stakeholders, contributing to presentations, workshops, and commercial discussions.
- You have experience working with a technical or API-first SaaS platform, are able to read API documentation and follow technical discussions, and are interested in translating customer use cases into structured, actionable product feedback.
- You are team-oriented, organised, and proactive, comfortable operating in a fast-growing environment with increasing customer numbers, and motivated to grow into a more strategic Customer Success role over time.
- You are fluent in English; Spanish and/or Russian is a strong plus, and additional languages are welcome.
Benefits
- Competitive salary
- Tuum stock options
- Hybrid-working (3 days a week in the office if based in a country where we have an office)
- 4-day workweek during the summer months (June, July, August)
- Private health insurance or generous wellness compensation
- Career opportunities to grow both professionally and personally as we scale
- A bright and warm-hearted team of professionals delivering great things together
- All-hands-on-deck-approach (meaning that everyone delivers value regardless of responsibilities)
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