Client Success Manager Team Lead

About Us

Wallester is a cutting-edge financial technology company that specializes in providing innovative solutions for businesses seeking to modernize their payment systems. By offering white-label card issuance platforms, seamless integration with existing infrastructure, and comprehensive support for both digital and physical cards, Wallester empowers companies to enhance their financial services and customer experience. Recognized as a leader in the FinTech space, Wallester has earned a reputation for its state-of-the-art technology, security, and scalability. Whether you are a startup or an established enterprise, Wallester delivers flexible, reliable solutions tailored to meet the evolving needs of the digital economy.

Key Responsibilities

The Client Success Manager Team Lead leads and develops the CRM team, ensuring strong client relationships and a consistent client experience across the company’s payment and card solutions. The role combines client management expertise with responsibility for team performance, operational coordination, and process improvement. The Team Lead sets priorities, monitors KPIs, supports team development, and handles escalated client matters.
Working closely with other departments, they ensure effective client servicing, support retention and growth, and maintain alignment with internal procedures and applicable compliance requirements. The Team Lead reports to and works closely with the Head of the department, providing updates on team performance, supporting departmental priorities, and taking on additional responsibilities as needed. Together, they identify and implement improvements to processes, team development, and overall department performance.

• Lead, mentor, and support the CRM team, including performance evaluation and conflict resolution
• Conduct regular 1:1 meetings and team-wide syncs to ensure alignment and progress
• Plan and assign team goals, monitor KPIs, and ensure timely task execution
• Analyze client data and team performance metrics to identify trends and improvement areas
• Own the recruitment, onboarding, and training process for new team members
• Collaborate with cross-functional teams (e.g., Operations, Finance, Legal, IT) to streamline client servicing processes
• Ensure internal procedures are documented, maintained, and followed
• Handle escalated client issues and manage sensitive communication when needed
• Monitor compliance in client communication and internal workflows
• Oversee the processing and approval of high-priority operational tasks
• Represent the CRM team in management and cross-department meetings
• Initiate and drive improvements in client management tools and workflows
• Ensure effective case handling via internal systems (task boards, admin panels, etc.)
• Maintain team scheduling, including backup coverage planning
• Support financial tasks like reporting, bonus calculation, and payroll inputs for the team
• And other tasks related to the job

Requirements

• Three to five years of experience in a similar team leadership role within B2B fintech, payments, card issuing, banking, financial services, or a closely related technology business.
• Proven experience managing and developing client-facing teams, including coaching, delegation, performance reviews, workload planning, and supporting colleagues across locations.
• A strong background in managing business client portfolios, building long-term relationships, and identifying opportunities for retention, product adoption, and commercial growth.
• A practical understanding of payment and card products, client onboarding, and operational workflows, with the ability to learn Wallester’s platform and internal systems quickly. Familiarity with API-based products is an advantage.
• Working knowledge of KYC/AML and due diligence processes, with sound judgment when balancing client needs, commercial priorities, compliance requirements, and approval responsibilities.
• Confidence using CRM platforms such as Pipedrive, task management tools such as ClickUp, and internal admin panels or comparable systems. Experience with collaboration tools such as Slack and Google Workspace or Microsoft 365.
• Strong Microsoft Excel or Google Sheets skills, including analysing portfolio data, tracking KPIs, identifying trends, and preparing accurate, structured reports for the Head of the department.
• Excellent communication and stakeholder management skills, including explaining complex issues clearly, handling sensitive client conversations, and coordinating with AML, Compliance, Operations, Product, and IT.
• The ability to manage a high volume of information, prioritise competing requests, and remain calm and effective under pressure in a fast-moving environment.
• A strong sense of responsibility for both personal and team results, with a solution-focused approach: resolve issues, support the team, and then address root causes rather than assign blame.
• A reliable, diligent, and hands-on working style, with consistent follow-through, attention to detail, and a willingness to help colleagues and take on additional responsibilities when needed.
• Proactive identification and timely escalation of risks, delays, and resource constraints, supported by clear context and proposed next steps. Openness to feedback and a commitment to improving team processes.
• Professional proficiency in English and Russian, both written and spoken. Additional languages are an advantage.
• Availability to work from the Estonia office and collaborate with colleagues in France, with occasional business travel as required.

We offer

• Competitive salary
• Career opportunities
• Medical Insurance upon the completion of the probationary period
• Supportive and caring Leadership
• A modern office in the center of Tallinn
• A chance to work as part of a highly motivated and talented team
• Referral program
• Stebby
• Company Events
• Free parking

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