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OG
Hybrid Customer Success Manager – Fixed Term Contract
Posted 4 hours ago
About the role
- Customer Success Manager ensuring customer satisfaction and retention for OneOcean. Focused on onboarding, relationship management, and driving customer adoption of maritime solutions.
Responsibilities
- Customer Onboarding & Implementation
- Lead customer onboarding by ensuring a smooth transition post-sale.
- Oversee solution integration, deployment, and user training to maximize adoption.
- Collaborate with internal teams to score deployment success and customer acceptance.
- ** Customer Relationship Management & Value Delivery
- Work closely with customers to understand KPIs, business impacts, and ROI expectations.
- Develop and execute customer success plans tailored to their goals.
- Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
- Measure and analyze customer impact, adoption, and satisfaction.
- Retention & Growth
- Drive adoption strategies to maximize the value customers receive.
- Lead renewal discussions and negotiations to ensure continued business.
- Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
- Support CPI (Customer Performance Index) presentations and negotiations.
- Issue Resolution & Advocacy
- Act as the primary escalation point for customer issues and concerns.
- Coordinate with Support, Professional Services, and Sales to resolve challenges.
- Gather customer insights to influence product roadmap and service improvements.
- Success Metrics
- Customer retention & renewal rates.
- Increase in adoption & customer satisfaction (NPS, CSAT, etc.).
- Revenue expansion through upsells and cross-sells.
- Reduction in customer escalations and churn.
Requirements
- Bachelor’s degree in business, Marketing, Communications, or a related field
- A relevant certification in Customer Success or Account Management is a plus
- 3-5 years of experience in a customer success, account management, or client-facing role within a technology or SaaS environment
- Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers
- Strong problem-solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company
- Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero)
- A data-driven approach to monitoring customer health and success metrics
- Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously
- Ability to work independently and collaboratively in a fast-paced environment
- Passion for customer success and a proactive mindset to deliver exceptional service.
Job title
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Degree requirement
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