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