Senior Customer Success Manager (UK)

Job description

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors. Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 850 experts from 69 countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success. You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM! ### Key Responsibilities - Build and nurture strong, proactive relationships with our strategic clients across Europe. - 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 Kpler 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 client feedback into actionable product enhancements. - Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks. ### Skills and Experience - 3+ years customer success experience in Commodities, Energy, Shipping, Fintech - Highly proficient in Excel. - Experience working with a portfolio of large clients. - Outgoing, personable and client-focused, with the ability to build trust with partners. - Highly organised , proactive, and able to work independently and collaboratively. - Has the ability to articulate technical concepts with both technical and non-technical audiences. - Experience with CRM tools like Salesforce. - Someone who is empathic, listens and understands the customer’s needs through strong relationship building. - Genuinely care about your clients and take ownership of projects. - Experience with programming languages is not mandatory to this role however experience working with APIs, Data structures and other technical concepts is greatly advantageous.