Founding Customer Success Manager building onboarding and support processes for Adaptive, an AI cybersecurity startup in London. Leading customer engagement and driving successful outcomes across the EMEA region.
About the role
- Customer Success Manager overseeing B2B customer relationships at Harbor Lab, a maritime tech startup. Guiding customers from onboarding through adoption and ensuring measurable business value.
Responsibilities
- Own the ongoing relationship with a portfolio of customers after onboarding, acting as their primary point of contact.
- Support customers in achieving their goals by guiding adoption and effective use of HarborLab over time.
- Build strong, trust-based relationships with customer stakeholders through regular engagement and understanding of their needs.
- Maintain awareness of customer usage, engagement, and overall health to identify risks and opportunities early.
- Support customer growth by identifying ways HarborLab can deliver additional value as customer needs evolve.
- Contribute to customer advocacy by capturing feedback, learnings, and success stories as customers realize value.
- Work closely with internal teams to ensure customer needs are understood and addressed as the product and services evolve.
Requirements
- Experience in a customer-facing B2B SaaS role such as Customer Success, Account Management, or Implementation, working with active customer portfolios.
- A solid understanding of how customers adopt software over time and how value is realized through consistent usage and engagement.
- The ability to build trusted, professional relationships with customer stakeholders and act as a reliable day-to-day partner.
- A sharp, structured way of thinking, with the ability to break down problems, ask the right questions, and propose practical solutions.
- Strong communication and problem-solving skills, with confidence working across teams to move things forward.
- A collaborative mindset, enjoying teamwork and shared ownership of outcomes rather than working in isolation.
- Comfort using data, signals, or basic metrics to understand customer health, usage patterns, and areas for improvement.
- Experience working in operational, logistics, or process-driven environments is a plus, but not required.
- A healthy sense of ambition, with motivation to grow, learn, and take on increasing responsibility over time.
- Familiarity with maritime, logistics, or operations SaaS is a plus.
Benefits
- Attractive compensation package based on experience and skillset
- 30 days of paid annual leave
- Comprehensive private health insurance coverage for your entire family
- Hybrid way of work
- Yoga classes, Life Coach, Running Coach and Kick-Boxing Sessions
- Cool start-up environment (with swag, and much more)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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