Customer Success Manager (Maritime)
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 700 experts from 35+ 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.
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 Kplers maritime intelligence solutions. You'll act as their trusted advisor and advocatebridging 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.
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.
* 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 meetingsbecoming 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 Kplers 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:
* 1+ years of experience in Customer Success, Account Management, or a client-facing rolewithin 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 skillsempathetic, 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.
Nice to have:
* Relevant educational background in the maritime sector.
Why Kpler:
* Work with a diverse and global team of experts.
* Engage with an essential, fast-evolving industry that impacts global trade.
* Own your success and help maritime clients make smarter, faster decisions.
* Be part of a company that values innovation, transparency, and growth.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then youve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happen
We act decisively and with purpose, going the extra mile.
We buildtogether
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Dont meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they dont match 100% of the job requirements. Dont let the confidence gap stand in your way, wed love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
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