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Customer Success Manager

Scoro

<p><span>As a Customer Success Manager at Scoro, you’ll manage a portfolio of customers and be responsible for their <strong>retention, satisfaction, and growth</strong>. You’ll work closely with Sales, Onboarding, Product, and Support to ensure customers use Scoro effectively and stay successful long term.</span></p><p><span>We’re looking for someone with <strong>experience in Customer Success or Account Management</strong>, ideally in a<strong> SaaS environment</strong>. You’re comfortable working directly with customers and collaborating with internal teams across regions and time zones.</span></p><p><span>This role is open to candidates based in <strong>Estonia or Latvia</strong>, with the option to work remotely or from our offices in Tallinn or Riga. Some flexibility is needed to support customers and projects in Australia, New Zealand, and the US.</span></p><p><span>If this sounds like you, <strong>apply in English</strong>. We don’t have a set deadline and will review applications on a rolling basis.</span></p><figure data-alignment="left" class="relative" style="width:fit-content;margin-left:0px;margin-right:auto;"><img src="https://images.teamtailor-cdn.com/images/s3/teamtailor-production/original-v3/image_uploads/e30dc35f-9efa-4d72-8d01-7a3f701ba713/original.jpeg" alt="" title="" data-alignment="left"></figure><hr><p><span><strong>What will you do</strong></span></p><ul><li><p><span><strong>Customer Ownership: </strong>Be the main point of contact for your portfolio of customers. Build strong, long-term relationships and ensure customers continuously see value from Scoro.</span></p></li><li><p><span><strong>Retention & Growth: </strong>Drive renewals, identify upsell and expansion opportunities, and work closely with the Sales team to support account growth.</span></p></li><li><p><span><strong>Customer Communication: </strong>Handle incoming customer requests via email, calls, and tickets. Proactively share updates, best practices, and relevant resources.</span></p></li><li><p><span><strong>Risk & Churn Management: </strong>Spot at-risk accounts early, create clear action plans, and collaborate with internal teams to reduce churn.</span></p></li><li><p><span><strong>Customer Insights: </strong>Gather customer feedback and insights, and share them with Product and other teams to influence improvements and roadmap decisions.</span></p></li><li><p><span><strong>Cross-team Collaboration: </strong>Work closely with Marketing, Sales, Product, and Support across different regions and time zones to deliver a consistent customer experience.</span></p></li><li><p><span><strong>Performance & Metrics: </strong>Be accountable for the results of your customer portfolio. Keep accurate data, run a consistent operating cadence, and track performance across NRR, upsell, cross-sell, and churn.</span></p></li><li><p><strong>Flexible Hours to Manage Your Portfolio:</strong> Ability to adjust and work across multiple time zones, supporting customers in Europe, Australia, New Zealand, and occasionally the US.</p></li></ul><hr><p><span><strong>You’d be a great fit if you have</strong></span></p><ul><li><p><span><strong>2+ years of experience</strong> in <strong>Customer Success or Account Management</strong>, preferably in a <strong>SaaS company</strong>, owning customer relationships post-onboarding.</span></p></li><li><p><span><strong>Strong communication and negotiation skills</strong> to build customer relationships and support growth.</span></p></li><li><p><span><strong>Commercial acumen</strong> to own <strong>renewals, upsell, and retention</strong> conversations.</span></p></li><li><p><span>Experience<strong> driving product adoption</strong> and <strong>long-term customer value</strong>.</span></p></li><li><p><span>A <strong>data-driven mindset</strong>, with experience tracking <strong>customer health and success metrics</strong>.</span></p></li><li><p><span>Ability to <strong>work independently</strong> while collaborating closely with <strong>Marketing, Sales, Product, and Support</strong>.</span></p></li><li><p><span><strong>Strong time management skills</strong> and the ability to manage multiple customer accounts.</span></p></li><li><p><span><strong>Confidence in presenting the product</strong> and explaining its value to different stakeholders.</span></p></li><li><p><span><strong>Fluency in English</strong>, both written and spoken.</span></p></li></ul><p><span><strong>Bonus points for</strong></span></p><ul><li><p><span>Experience with <strong>ZenDesk, PlanHat</strong>, or other customer success tools.</span></p></li><li><p><span>Background in the <strong>agency sector</strong>.</span></p></li><li><p><span><strong>Sales or pre-sales experience</strong> to support customer growth.</span></p></li></ul><hr><p><span><strong>Here’s what awaits you at Scoro</strong></span></p><ul><li><p><span><strong>Monthly Gross Salary</strong>: Depending on experience, the range is<strong> 2700-2800 </strong>before taxes, plus a quarterly bonus based on individual and team performance.</span></p></li><li><p><span><strong>Possibility to Make an Impact: </strong>Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more.</span></p></li><li><p><span><strong>Stock Options Package</strong>: Be part of Scoro’s growth and share in our success.</span></p></li><li><p><span><strong>Health Benefits</strong>: Three paid medical days, option to choose between health insurance (or Stebby compensation for Estonian-based candidates), and mental health services.</span></p></li><li><p><span><strong>Hybrid Work: </strong>We don’t have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive.</span></p></li><li><p><span><strong>Annual Leave:</strong> Over 5 weeks of paid time off, with the freedom to use your vacation days flexibly, whether that’s a single day or a longer break.</span></p></li><li><p><span><strong>Loyalty Days</strong>: 1-5 extra holiday days per annum based on tenure.</span></p></li><li><p><span><strong>Continuous Learning</strong>: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.</span></p></li><li><p><span><strong>Community and Activities</strong>: Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities.</span></p></li><li><p><span><strong>Global Gatherings</strong>: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.</span></p></li><li><p><span><strong>Unique Company Culture</strong>: A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on </span><a target="_blank" href="https://www.instagram.com/teamscoro/"><span>Instagram</span></a><span> and </span><a target="_blank" href="https://www.scoro.com/blog/category/scoro/"><span>Scoro’s Blog</span></a><span>.</span></p></li></ul><hr><p><span><strong>The interview stages are:</strong></span></p><ul><li><p><span>Recruiter screening call</span></p></li><li><p><span>Hiring manager interview</span></p></li><li><p><span>Presentation of the home assignment</span></p></li><li><p><span>Online Cognitive Test (Tripod test)</span></p></li><li><p><span>Team call</span></p></li></ul><p>If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post:<a target="_blank" href="https://www.scoro.com/blog/how-we-recruit-at-scoro-a-sneak-peek-inside/"> How We Recruit at Scoro: A Sneak Peek Inside</a>.</p><p><strong>Please know</strong> that at Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>

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WFM Capacity Planning Senior Analyst

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role As our WFM Senior Capacity Planning Analyst, you will act as the strategic owner of our workforce supply-and-demand ecosystem. You will move beyond traditional spreadsheets to build a predictive, financially aligned, and highly optimized capacity function. Your core responsibilities will include: Process Ownership & Governance: Own the end-to-end capacity planning process, setting the standard for planning horizons, robust documentation, and methodology. You will also review and approve capacity plans built by Planning Analysts. Advanced Predictive Modeling: Apply statistical techniques and use tools like Python, R, and SQL to extract data, build sophisticated forecasting models, and define risk bands under uncertainty. Financial Forecasting & Alignment: Act as the primary WFM owner for inputs into the financial rolling forecast, partnering closely with Finance to reconcile operational staffing models with corporate financial targets and cost objectives. Strategic Stakeholder Influence: Lead demand validation discussions with senior Operations, Analytics, and Demand Management leaders. You will confidently challenge assumptions with data to eliminate optimism bias and secure formal plan sign-offs. Scenario Planning & Leadership Insights: Design complex "what-if" scenarios (covering demand volatility, hiring delays, and productivity shocks) to provide executive decision-makers with clear options, cost/service trade-offs, and recommended paths forward. Cross-Functional Strategy Integration: Oversee the translation of capacity plans into actionable hiring strategies with Talent Acquisition , govern the seamless handover of staffing requirements to Scheduling , and collaborate with Analytics to build automated data pipelines. People Leadership & Mentorship: Act as the senior capability owner for the planning team, coaching and developing Planning Analysts to elevate their analytical rigor, financial thinking, and stakeholder management skills. Qualifications 4–7 years of experience in Workforce Management, Capacity Planning, Forecasting, Data Science, or Operations Analytics. Proven experience owning planning cycles, managing financial alignment, and driving stakeholder sign-offs in complex, high-volume, multi-skill environments. Strong hands-on experience with predictive or statistical analysis utilizing Python, R, or equivalent environments (time-series or regression-based modeling). Strong SQL proficiency, including complex queries, data modeling, and joining multiple operational datasets. Advanced spreadsheet skills paired with a strong continuous improvement orientation and a bias toward automation. Demonstrated ability to challenge assumptions with evidence, lead difficult trade-off conversations, and influence senior stakeholders without direct authority. A strong ownership mindset: structured, analytical, forward-looking, and calm under pressure. Additional information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

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