Customer Success Manager

Role Overview

• Responsible for Customer Success KPIs (Retention and Upsell)
• Manage a portfolio of key customer accounts and maintain strong, collaborative relationships
• Identify new upsell and cross-sell opportunities to maximise customer growth
• Drive product adoption and ensure customers fully utilise our solutions
• Support customers during onboarding and guide them on best use of products based on business needs
• Understand customers’ business, use cases, and goals, and identify opportunities to add value
• Provide ongoing support and training aligned with customer goals
• Identify, forecast, and proactively engage customers at risk
• Follow company Customer Success processes and best practices
• Identify and hand over cross-sell opportunities to the Sales team
• Collaborate closely with Operations on customer matters (e.g. service activation, support cases)
• Handle customer requests related to renewals and upsells
• Conduct proactive outbound activities for upselling and churn reduction
• Maintain accurate records of customer interactions in the CRM
• Prepare and manage quotations, RFQs, license agreements, and related administrative tasks
• Provide feedback to internal teams to improve customer experience
• Gather and analyse customer feedback to identify best practices
• Contribute to Commercial team strategy, growth, and improvement
• Participate in marketing events, trade shows, and company activities
• Report weekly, monthly, and quarterly results to the Customer Success Manager – Team Leader

Requirements

• 3+ years of experience in client-facing roles (Account Management / Sales/Customer Success Management), including solution-based selling
• 2+ years of experience in the maritime industry
• Proven track record of exceeding individual and team KPIs
• Excellent written and verbal English communication skills
• Experience working with complex, multi-divisional, and multi-geographical customers
• Strong ability to build relationships and identify customer opportunities and risks
• Strong problem-solving and negotiation skills
• Ability to prioritise tasks based on company and customer needs
• Excellent coordination skills with the ability to multitask effectively
• Ability to work both independently and as part of a team
• Strong analytical skills and sound judgment
• Experience working in a fast-paced environment
• Ability to gather and report market intelligence and industry trends
• Proficiency in Microsoft Office and HubSpot CRM
• BSc/BA in Business Administration, Sales, or a related field

Benefits

• Work in an international, dynamic, and growing environment
• Attractive remuneration package
• Private Medical Health Insurance
• Continuous education and training opportunities
• Half-day leave on your birthday
• Wellness support – unlimited access to a wellness platform for mental health resources, coaching, and self-care tools