Customer Success Collaboration

• Partner with Technical Customer Success Managers throughout the customer lifecycle.
• Participate in Quarterly Business Reviews for strategic customers.
• Support commercial discussions arising from customer health reviews.
• Ensure smooth transition from operational discussions into commercial engagements.
• Provide commercial guidance and support to Technical Customer Success Managers across the wider customer portfolio, including advice on pricing approaches, contract amendments, expansion opportunities and commercial strategy where required.

Cross-functional Collaboration

• Work closely with Sales to ensure seamless post-sales commercial ownership.
• Partner with marketing to develop references, case studies, and advocacy programmes.
• Partner with Product to understand customer strategy and future growth opportunities.
• Coordinate with Legal and Finance on contractual matters.

Continuous Improvement

• Analyse customer data and feedback to identify trends and opportunities for improvement.
• Drive process improvements to scale customer success operations.
• Stay aligned with industry trends, regulatory themes, and the competitive landscape to advise customers proactively.

Our Expectations

Experience & Domain Expertise

• 4+ years in Strategic Account Management, Enterprise Account Management, Customer Success or similar B2B SaaS roles.
• Experience managing enterprise or strategic customer portfolios (fintech/banking a strong plus).
• Experience working with executive stakeholders.
• Proven track record in retention, upsell, and customer satisfaction.
• Experience leading commercial negotiations, managing contracts, negotiating renewals, and interpreting contractual terms.

Technical & Product Acumen

• The ability to understand technical customer discussions;
• Familiarity with SaaS and API-based products;
• Confidence working alongside technical specialists;
• Willingness to develop a solid understanding of the Tuum platform.
• Deep implementation expertise, SQL knowledge or hands-on API troubleshooting are not expected.

Personal Attributes

• Excellent executive communication skills.
• Strong commercial judgement.
• Relationship-driven and consultative approach.
• Strategic thinking and business acumen.
• Confident negotiator.
• Collaborative mindset.
• Comfortable working across Customer Success, Sales and Executive Leadership.

Other

• Flexible to travel for on-site customer meetings (up to ~25%).
• Fluent in English; Spanish and/or Russian is a strong plus; other languages are a plus.

What We Offer

• 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
• Career opportunities to grow both professionally and personally as we scale
• Bright and warm-hearted team of professionals delivering great things together
• All-hands-on-deck-approach (meaning that everyone delivers value regardless of responsibilities)

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth and welcome people of all ages, backgrounds and value people who take a journey unique to them. Equality, diversity and inclusion are our priority and we are committed to ensuring all job applicants are treated equally. All applicants will be treated fairly and will be considered for employment without discrimination because of ethnicity, race, religion or belief, gender, sexual orientation, gender identity or gender reassignment, family or parental status, pregnancy or maternity, marital or civil partner status, national origin, age, veteran, neurodiversity status or disability status.