Build and nurture strong, proactive relationships with Arbitrage and Bridgeton clients.
Deliver seamless onboarding experiences, ensuring clients are set up for success.
Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilisation.
Provide expert support through email, calls, and in-person meetings—becoming the go-to resource for all client questions related to maritime data and workflows.
Regularly surface insights and usage trends, identifying opportunities to better align Kpler’s solutions with client objectives (e.g., arbitrage assessment, competitive analysis, risk mitigation).
Actively collaborate with Sales to uncover expansion opportunities and support renewals through data-backed impact narratives.
Liaise with Product and Engineering teams to translate client feedback into actionable product enhancements.
Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks.

Bachelor’s degree in a relevant discipline or equivalent practical experience.
3+ years of experience in Customer Success or a similar client-facing role.
Proven experience managing a book of business, ideally within environments involving arbitrage tools.
Excellent communication and client relationship-building skills, with a client-first, empathetic, and attentive approach.
Strong organisational skills and self-motivation, with the ability to translate client needs into clear, actionable plans.
Technically competent and comfortable discussing data-related topics with a range of stakeholders.
Customer-centric and product-oriented mindset, focused on driving outcomes and delivering value.
Familiarity with data platforms, Excel, APIs, and analytics tools to support insights and performance.
Highly empathetic to customer needs, with a strong focus on delivering positive client experiences.
Ambitious and driven, with a desire to be best-in-class.
Naturally curious, with a proactive mindset toward identifying new opportunities and innovations.

Customer Success Manager

Key skills