Customer Success Manager - Hawaii

Description

Windward is the leading Maritime AI™ company, providing a decision support platform that accelerates global trade. Our platform empowers stakeholders to make real-time, predictive, intelligence-driven decisions with actionable visibility and maritime insights.

About the Role:

We are looking for a highly motivated and customer-focused Customer Success Manager (CSM) to join our Business Unit team. In this role, you will manage key relationships with US Federal organizations, acting as the primary point of contact for your customers. Your main goal will be to drive high levels of customer satisfaction, ensure optimal product usage and value realization, and support the expansion of business opportunities.

You will work closely with cross-functional teams including Product, R&D, Sales, and Professional Services to deliver an excellent customer experience.

Key Responsibilities:

• Serve as the primary point of contact for assigned customers, handling all aspects of the relationship including technical issues, customer sentiment, usage, renewals, and expansion opportunities.
• Ensure customers derive maximum value from the platform by promoting usage and adoption through tailored onboarding, training, and feature introductions.
• Handle Support and escalations and liaise with our back office teams to ensure service quality meets SLA expectations.
• Represent the voice of the customer internally, providing feedback to influence the product roadmap.
• Collaborate with the Sales team on upsell and cross-sell opportunities.
• Stay informed about new features and ensure customers are effectively enabled and updated.
• Manage and prioritize multiple customer engagements and projects simultaneously.

Location - Hawaii (Honolulu)

Requirements

2–3 years of experience in Customer Success or Account Management for US Federal customers– a must.

• Familiarization with the Maritime Domain and/or Intelligence Operational Analysis, including the OSINT/VISINT/SIGINT fields - preferred
• Exceptional communication and interpersonal skills, with the ability to engage users and executives alike.
• Project management experience and the ability to juggle multiple priorities effectively.
• Familiarity with Customer Success tools (e.g., CS platforms, Salesforce, helpdesk systems, training tools).
• Self-starter with strong analytical, problem-solving, and organizational skills.
• Experience working with B2G customers and understanding of commercial processes – an advantage.
• Willingness to travel up to 30% of the time, as required.
• Proven experience in delivering training sessions, presenting to diverse audiences, and speaking confidently in front of groups.