Role Overview

Own and grow strategic, long term customer relationships, serving as the primary partner responsible for customer engagement, satisfaction, retention, and renewal success.
Build trusted advisor relationships with customer stakeholders across both vessel and shore-side operations, including decision makers, fleet managers, technical teams, and safety leadership.
Develop a deep understanding of customers’ operational realities, priorities, pain points, and success criteria, and translate these into clear engagement and value plans.
Take a data driven approach to customer success by analyzing product usage, operational performance, and KPIs to identify risks and opportunities.
Partner with customers to deliver actionable insights and recommendations through data reports, dashboards, and performance reviews, driving measurable outcomes and long term value realization.
Lead change management efforts to support successful adoption across onboard and office teams, ensuring Orca AI solutions become embedded in daily workflows.
Drive value realization by advising customers on best practices and optimal usage of Orca AI products, including FleetView and broader fleet operations.
Act as the voice of the customer internally, contributing feedback, insights, and customer needs into product discussions and roadmap prioritization.
Partner with Sales and Product teams to identify expansion opportunities, including upsell, cross sell, and broader fleet rollouts.
Support implementation and onboarding for new customers as needed.

Requirements

3 or more years of experience in Customer Success, Account Management, or similar customer facing roles within a B2B SaaS or enterprise technology environment.
Strong analytical and data oriented mindset
must , with experience using data, analyzing trends, connecting data with business needs, measure outcomes, and drive adoption and retention.
Experience working with reporting tools, dashboards, and performance metrics, and translating data into clear insights for customer and internal stakeholders (e.g., usage trends, operational KPIs).
Proven experience working with senior stakeholders and decision makers in complex B2B organizations.
Strong technical aptitude and experience working with software based solutions.
Familiarity with AI and computer vision technologies is an advantage.
Excellent prioritization, organizational, and process management skills, with a strong sense of ownership and accountability.
Native level English with excellent written and verbal communication skills.
Exceptional interpersonal skills and the ability to build trust across multiple customer personas.
Ability to thrive in a fast paced, dynamic, and evolving environment.
Bachelor’s degree.

Benefits

Flexible work arrangements
Professional development opportunities

Orca AI

Open Positions (1)

Customer Service

Customer Success Manager