Customer Success Lead

Customer Success Lead at Stape

WHO WE'RE LOOKING FOR 🫶
We’re looking for a hands-on Customer Success Lead who thrives in fast-moving environments, cares deeply about customers, and enjoys building support processes from the ground up while leading a growing team.

This role is for someone who’s eager to directly shape the product and customer experience, and who will be responsible for building and maintaining long-term relationships with our customers.

WHAT YOU'LL DO 🕹️
Create, lead, mentor, and develop a distributed customer success team.
Deliver onboarding sessions, training calls, product demos, and support customers with product setup.
Build and optimize workflows for high-speed, high-quality customer issue resolution.
Set up scalable support processes.
Oversee enterprise clients operations across multiple communication channels.
Track and analyze key Customer Success metrics, including customer satisfaction, retention, and lifetime value.
Act as an escalation point for complex technical or VIP client cases.
Collaborate with Product, Engineering, and Account Management teams to improve service and product quality.
Implement and maintain support infrastructure using Intercom, Sumsub, Telegram, Jira and Microsoft Teams.

PERKS WE ARE LOOKING FOR 😊
Location: Based in Western or Eastern Europe time zone (preferred: Spain, UK, Serbia).
Fluent / Native in Russian and English (Upper-Intermediate or higher, you need to able to speak well).
3+ years of experience in B2B customer success, ideally in SaaS or fintech.
Previous leadership or coordination experience (team lead, senior engineer, or equivalent).
Excellent communication, empathy, and analytical thinking skills.
Ability to manage high-value corporate clients and maintain premium service standards.
Solid understanding of APIs, integrations, or payment systems (advantageous).

WHAT STAPE CAN OFFER 🎁
Opportunity to build and lead a premium support function for a growing global fintech startup.
Work with cutting-edge SaaS products used by international clients.
Competitive compensation and performance-based bonuses.
Fully remote work flexibility across Europe.
Dynamic, innovative team culture with strong ownership and transparency.
Supportive team culture with a focus on ownership and growth

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