Customer Success Manager

Лос-Анджелес

Описание вакансии

Junior Customer Success Manager (EU) Maestro

About the Company

Maestro is a marketing automation platform designed for mid-size and enterprise businesses that want to build meaningful, data-driven communication with their customers.

The platform helps companies automate and personalize customer interactions across email, SMS, loyalty programs, and website experiences — all within a single ecosystem. Maestro is used by marketing teams that work with real scale and complexity, where automation, data, and smart segmentation truly matter.

Maestro works primarily with European-based, Russian-speaking clients operating in different industries and markets. As a result, the Customer Success team works in the European time zone and plays a critical role in helping clients turn a powerful but complex product into real business results.

The company invests heavily in internal education, structured onboarding, and long-term development of its Customer Success team. This makes it a strong environment for professionals who want to grow deep expertise in marketing automation, client consulting, and SaaS products.

Your Role

As a Junior Customer Success Manager, you’ll work closely with clients after they sign with Maestro. Your mission is to help them successfully implement the platform, understand its capabilities, and get real business value from it.

This role sits at the intersection of customer communication, marketing logic, and basic technical understanding. You don’t need deep prior experience in marketing automation — we’ll teach you. What matters most is curiosity, energy, and the ability to learn fast.

Key Responsibilities

Customer Onboarding & Setup

Advise customers on the initial setup of the product
Configure and launch automatic campaigns in the product according to customer requirements
Organize the implementation of projects in accordance with the work plan

Goal Achievement & Optimization

Identify customer needs and key performance indicators to be improved
Help clients achieve their goals by tracking dynamics of key indicators
Provide recommendations on optimal product usage to achieve the best results
Analyze customer product usage and suggest new mechanics or approaches

Technical Support & Consulting

Advise clients on the technical aspects of the product
Formulate tasks for developers when detecting issues or incidents
Monitor progress of technical tasks and bug fixes
Conduct training on platform capabilities for client employees

Product Development & Feedback

Conduct customer surveys about needed improvements or functionality expansion
Formulate feature requests and enhancement tasks for developers
Monitor implementation progress of product improvements
Document success stories with clients achieving outstanding results

Process Improvement & Knowledge Sharing

Systematize and communicate best practices to other CSMs monthly
Analyze CSM work processes and suggest optimization opportunities monthly
Provide training for junior customer service managers and support specialists

Account Management

Monitor project profitability for the company
Track customer satisfaction and engagement levels
Ensure consistent delivery of value throughout customer lifecycle

Additional Duties

Perform all other duties assigned by the Employer.

What We’re Looking For

Must-have

Fluent Russian (clients & internal training materials are in Russian)
Able to work according to EU time zone
Strong communication and relationship-building skills
High learning ability and genuine interest in technology & marketing: for example, you should have at least some basic understanding about marketing fundamentals (funnels, conversions, segmentation), and some IT-related knowledge would be beneficial (i.e., how APIs work, etc,).
Comfortable working with data, metrics, and dashboards
Basic Technical & AI Acumen
- Being able to navigate across different AI tools and utilize them in order to increase efficiency: ChatGPT, Claude, etc
- Understands how integrations work (API basics, data mapping, event-based triggers)
Analytics
- Comfortable working with segmentation logic, flows, and website personalization tools
- Able to evaluate campaign performance using key metrics (conversion rate, uplift, retention) and consult with AI
- Uses analytics to inform CRM strategy and client recommendations
- Confident in using AI to identify trends and provide data-backed insights
Business Acumen
- Proactively evaluates client metrics and suggests growth opportunities and strategic next steps
- Comfortable engaging with decision-makers: presenting insights, handling objections, and negotiating scope
- Builds strong, trust-based relationships with stakeholders across different roles, that lead to upsell

Nice-to-have

English at conversational or higher level
Experience in customer support, account management, consulting, or marketing
Familiarity with CRM, marketing tools, or automation platforms
Experience using AI tools (ChatGPT, Claude, etc.) for analysis and efficiency

Why Join Maestro

Real impact from day one. Customer Success Managers at Maestro work directly with clients and influence real business results, not just internal metrics.
Strong learning environment. Maestro offers structured onboarding and extensive internal training materials, allowing junior specialists to grow deep expertise in marketing automation and customer success.
Long-term career and financial growth. The role offers a transparent growth model tied to the client portfolio you manage. As your expertise and impact grow, so does your compensation.
International, remote-first team. Work with clients and teammates across Europe in a distributed, product-driven environment.
Сomplex and interesting product. Maestro is a powerful platform with multiple tools and use cases — ideal for people who enjoy learning, problem-solving, and building expertise in SaaS and marketing technology.

Hiring Process

Fill in the application form - attach your CV;
Have a Zoom interview with Hire5 Recruiter;
Short logic-based task (during the interview). A brief task completed live during the interview to understand how you approach problems and structure your thinking;
Technical & case interview with the Maestro team, focused on real-life customer scenarios;
Final meeting with the team to align expectations and get to know each other better;
Get hired!