Customer Success Manager

📋 Description

• Build and nurture relationships with maritime clients (shipowners, charterers, brokers, traders).
• Deliver onboarding experiences with vessel tracking, port analytics, and fleet monitoring.
• Identify and flag customer risks to ensure adoption and retention.
• Develop and execute tailored engagement campaigns to drive adoption and platform usage.
• Provide expert support via email, calls, and in-person meetings for maritime data and workflows.
• Surface insights and usage trends to align Kpler's solutions with client objectives (voyage planning, risk mitigation).
• Collaborate with Sales to uncover expansion opportunities and support renewals with data-backed narratives.
• Liaise with Product and Engineering to translate client feedback into product enhancements.
• Contribute to support documentation, workflow guides, and maritime-focused success playbooks.
• Maintain detailed Salesforce records, including engagement plans and renewal risks.

🎯 Requirements

• 2+ years in Customer Success, Account Management, or client-facing roles in maritime or commodities data.
• Strong understanding of maritime workflows, stakeholders, and vessel tracking data.
• Proven track record managing diverse accounts with varying complexity and technical engagement.
• Excellent communication and relationship-building—empathetic and client-first.
• Organised and self-motivated, translating client needs into actionable plans.
• Familiarity with data platforms, Excel, APIs, and maritime analytics tools.
• Experience with CRM systems like Salesforce is a strong plus.
• Enthusiastic about client success in a fast-paced, global environment.