Customer Success Manager

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.