Customer Success Manager

Job description

As a Customer Success Manager (CSM) focused on maritime clients, your mission is to ensure our shipping, trading, and logistics clients extract maximum value from Kpler’s maritime intelligence solutions. You'll act as their trusted advisor and advocate—bridging their operational needs with the best of what Kpler offers. Expect a dynamic environment, deep industry learning, and the opportunity to build meaningful client partnerships ### Key Responsibilities - Build and nurture strong, proactive relationships with maritime clients including shipowners, charterers, brokers, and traders. - Deliver seamless onboarding experiences, ensuring clients are set up for success with our vessel tracking tools, port analytic and fleet monitoring. - Identify, assess, and flag internally customer risks to ensure successful adoption and retention. - Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilization. - 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., voyage planning, 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 maritime client feedback into actionable product enhancements. - Contribute to support documentation, workflow guides, and maritime-focused success playbooks. - Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks. ### Skills and Experience - 2+ years of experience in Customer Success, Account Management, or a client-facing role—within maritime, shipping analytics, or commodities data services. - Strong understanding of maritime workflows, industry stakeholders, and vessel tracking data. - Proven track record managing diverse accounts with varying levels of complexity and technical engagement. - Excellent communication and relationship-building skills—empathetic, attentive, and client-first. - Organised and self-motivated, with a knack for translating client needs into actionable plans. - Familiarity with data platforms, Excel, APIs, and maritime analytics tools. - Experience with CRM systems like Salesforce is a strong plus. - Enthusiastic about client success and excited by the opportunity to work in a fast-paced, global environment.