Customer Success Manager

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