Junior Customer Success Manager

Tuum is a next-generation banking platform. We enable fintech and banks to rapidly offer seamless and tailored financial services to their customers. Our core banking platform is revolutionising the financial services industry. The platform is API-based, consisting of flexible and independent modules covering all retail and business banking capabilities for quick and easy integration. 
Launched in 2019, Tuum is headquartered in Tallinn and is backed by investors including Citibank, BlackFin Capital Partners, Karma Ventures, Portage Ventures, SpeedInvest, and CommerzVentures.
We are growing rapidly and looking for a motivated and customer-focused Junior Customer Success Manager to join our expanding team. In this role, you will be the primary post–go-live contact for our customers, helping them adopt Tuum successfully, realise value from the platform, and grow with us over time.
You will work closely with colleagues across the wider Customer Success team, including Support and Implementation, as well as Product, Sales, and Marketing. This role offers hands-on exposure to a modern core banking platform and a growing portfolio of financial institution clients. It is an excellent opportunity for someone with 2+ years of experience in Customer Success or Account Management who wants to build strong foundations in fintech and grow into a more strategic role as the team scales.

What you’ll be doing: You will help customers use Tuum effectively by building trust-based relationships and ensuring a smooth, high-quality experience after go-live.

• Build & Manage Customer Relationships: Act as the primary post–go-live contact for customers, building trusted relationships, understanding their objectives, and supporting successful adoption of the Tuum platform.
• Drive Adoption & Customer Health: 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.
• Support Renewals & Growth: 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.
• Be the Voice of the Customer: 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.
• Product & Operational Enablement: 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.
• Learn & Improve: 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.

Who we’re looking for: This role is ideal for someone early in their Customer Success career who is eager to learn, take ownership, and grow.

• Experience & Background: 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.
• Communication & Relationship Management: 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.
• Technical & Product Curiosity: 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.
• Ways of Working: 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.
• Other: You are fluent in English; Spanish and/or Russian is a strong plus, and additional languages are welcome.

What we offer

• 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)

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.