Job Description

About the Company

Maestra 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. Maestra is used by marketing teams that work with real scale and complexity, where automation, data, and smart segmentation truly matter.

Maestra 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 Customer Success Manager (Middle level), you'll own the client relationship after they sign with Maestra. You're responsible for ensuring clients successfully implement and utilize the platform to achieve their business objectives, providing technical guidance and ongoing support throughout the customer lifecycle.

This role sits at the intersection of customer communication, marketing logic, and technical fluency — including hands-on use of AI tools to work faster and smarter. You'll work independently with clients on real business outcomes, from onboarding through renewal, and will also help shape how the broader CSM team works.

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

• 2+ year of experience in Customer Success, account management, consulting, or a related client-facing field

• Fluent Russian (clients & internal training materials are in Russian)

• English at B1-B2 level or higher

• Able to work according to EU time zone

• Strong communication and relationship-building skills

• High learning ability and genuine interest in technology & marketing — solid understanding of marketing fundamentals (funnels, conversions, segmentation), plus some IT-related knowledge (e.g. how APIs work)

• Comfortable working with data, metrics, and dashboards

AI Acumen

• Uses AI tools like Claude and ChatGPT daily as part of regular workflow, not just occasionally

• Understands how MCP (Model Context Protocol) works and has hands-on experience building or using skills/agents

• Can point to a concrete example of automating a routine task using AI

• Understands how integrations work (API basics, data mapping, event-based triggers)

• Uses AI to identify trends in client data and provide data-backed insights and recommendations

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

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

• Familiarity with CRM, marketing tools, or automation platforms

• Prior experience training or mentoring junior team members

Why Join Maestra

• Real impact from day one. Customer Success Managers at Maestra work directly with clients and influence real business results, not just internal metrics.

• Strong learning environment. Maestra offers structured onboarding and extensive internal training materials, allowing specialists to deepen their 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.

• Complex and interesting product. Maestra 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, including applying AI to real client work.

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 Maestra team, focused on real-life customer scenarios;

• Final meeting with the team to align expectations and get to know each other better;

• Get hired!

Application deadline: August 26, 2026