Customer Success Manager

Summary

Perfectlive.concierge is an international luxury service company focused on delivering high-quality, personalized client experiences. The Customer Success Manager will own the end-to-end experience for high-net-worth clients, coordinate service teams, manage communication, and ensure requests are completed to client expectations. The role also supports customer retention, cross-selling, client reactivation, and feedback-driven service improvement.

Responsibilities

• Own the client experience end to end, catching potential sources of dissatisfaction before they surface
• Brief the service team on each client’s preferences, communication style and specific requirements
• Prioritise tasks by urgency and importance, and run pre-briefings ahead of unusual, sensitive or complex requests
• Review the team’s work against the client’s expectations before anything goes out, checking tone, format and presentation
• Act as the client’s single point of contact, keeping them informed on progress, timelines and any limitations
• Development and implementation of customer retention processes and LTV (Customer Lifetime Value) growth strategy in collaboration with the Sales Department:
• Development and rollout of a cross‑selling process to be used by all assistants
• Creation of tools and preparation of scripts for assistants, coaching, and ongoing performance control
• Monitoring existing clients, reviewing and updating client profiles, and using engagement tools to reactivate inactive clients
• Check in after every completed task to gauge satisfaction, then document and share feedback with the team constructively

Skills

• Fluent Russian and English, spoken and written, is required for this role
• 2+ years of experience in a client-facing or coordination role, ideally as a VIP bank account manager, luxury travel consultant or senior sales representative
• Experience working with international clients
• Sharp attention to detail and the ability to juggle multiple client requests and priorities at once
• Genuine empathy paired with an open, unconventional mindset that can look at a request from more than one angle
• Composure under pressure and a natural instinct for client focus and coordination
• Spanish is a strong plus

Qualifications

Must Haves

• Fluent Russian and English, spoken and written, is required for this role
• 2+ years of experience in a client-facing or coordination role, ideally as a VIP bank account manager, luxury travel consultant or senior sales representative
• Experience working with international clients
• Sharp attention to detail and the ability to juggle multiple client requests and priorities at once
• Genuine empathy paired with an open, unconventional mindset that can look at a request from more than one angle
• Composure under pressure and a natural instinct for client focus and coordination

Nice to Haves

• Spanish is a strong plus

Benefits

• Stable long-term opportunity in an international luxury service environment.
• A dynamic and professional team focused on high-quality client service.
• Flexible and responsive work in a truly lifestyle-oriented company.
• Flexibility to work from the office in Tallinn, Estonia or remotely.