A Woman’s Journey in the FinTech Industry: From Customer Success to Tech Support Supervisor in 3 years
In a world where tech is often seen as a male-dominated industry, women are proving that they are just as capable of leading, innovating, and disrupting the status quo. At Crassula we have our inhouse example - Elmira Galina, a determined and highly skilled professional who skyrocketed from a Customer Success Manager to a Technical Support Supervisor within just three years at a fast-growing fintech company.
The story of Growth
Elmira joined Crassula in April 2022 as a Client Success Manager. Despite being relatively new to this area of work she quickly developed a deep understanding of the company’s products, user pain points, and the industry as a whole. But she didn’t stop at just solving customer issues—she wanted to prevent them before they even happened.
Her dedication didn’t go unnoticed. Within about 18 months, Elmira was promoted to Client Success Manager Supervisor, where she started working closely with Development and Technical teams to bridge the gap between customer experience and technical product solutions. She quickly became the go-to person for translating complex tech concepts for Crassula clients.
At the three-year mark, Elmira was promoted to Technical Support Supervisor, overseeing a technical team at Crassula. The technical department is a bridge between Customer Success and Developers, where Crassula experts are reacting to technical issues that are escalated during the process of working with clients. Elmira is managing a team of 5 professionals, as well as her daily tasks include optimization and renewal of tech documentations, coordinating workflows with cross-functional departments, aligning with the CSM department on project launches, planning work of the department and team involved.
As Elmira says: “Your background doesn’t define your potential—your drive does.” This is a story of resilience and courage to learn and face the unknown. With the right mindset anything is achievable.
Women in Tech and support of the Team
Elmira’s story is just one of many demonstrating that women in tech are not only overcoming challenges but also making a lasting impact in the industry. She serves as an inspiration for other women who aspire to take on leadership roles, proving that with determination, adaptability, and a relentless pursuit of knowledge, anything is possible.
“Working remotely, I can blend my professional life with personal passions. I was able to travel extensively in South Africa, experiencing incredible adventures and working from diverse, inspiring locations. This allowed me to feel more present and engaged.” - Elmira shares.
While many companies are calling employees back to the office, we continue to support remote work, recognizing its many benefits. Offering flexible work options allows our team to maintain a better work-life balance, reduce commuting stress, and stay productive in a comfortable environment. Remote work also enables us to attract top talent from diverse locations, fostering a more inclusive and skilled workforce.
Elmira attributes much of her success to the strong culture of teamwork and the core values upheld by Crassula. The collaborative environment enabled her to learn from her colleagues, share knowledge, and tackle challenges as a united front. The company’s commitment to professional growth, mentorship, and diversity provided her with the support system she needed to excel.
Crassula places great emphasis on employee wellbeing and retention, as evidenced by the low turnover rate of just 2% among those who have passed the probation period. This reflects a comfortable working environment, an effective onboarding system, and strong employee development programs. Additionally, the eNPS (Employee Net Promoter Score) consistently remains at 85–90%, indicating a high level of employee satisfaction and engagement.
Crassula is constantly looking for motivated experts to join our team! For example recently we closed applications for an open position for a Customer Success Managers - the position Elmira started her journey at Crassula 3 years ago. If you are interested in working at Crassula make sure to keep an eye on open positions on our Linkedin.
