Customer Success Manager

Windward is the leading Maritime AI™ company, offering a decision support platform to accelerate global trade. Stakeholders can make real-time, predictive, intelligence-driven decisions with Windward’s insights and actionable visibility.

We are looking for a Customer Success Manager with a passion for customer satisfaction and business to join our business unit team.

As a Customer Success Manager at Windward, you’ll be working with multiple Federal organisations, strategic commercial enterprises and will serve as the company’s primary point of contact. Your main responsibilities will be to achieve high customer satisfaction, ensure product usage and value, and enable additional sales. You’ll be doing that by training customers, promoting their requests, and analysing and personalising the company’s unique offering to the customer needs.

Responsibilities:

• Manage clients’ accounts directly on all relevant levels: technical, product-related issues, customer health and sentiment, renewal status and upsells.
• Primary expert contact for customer value, usage and escalations.
• Liaise with the support team to ensure the customer receives excellent service according to the SLA.
• Handle new feature releases
• Provide client feedback internally and influence the company roadmap
• Provide client training and demos
• Assist in upsells and cross-sells
• Introduce new features
• Work closely with Professional Services, R&D, Product, and sales teams.

Requirements:

• 4+ years of experience in a Customer Success / Account Management role
• Experience with working in SaaS companies with Government and enterprise customers - a must
• Willingness to travel , at least 30% of the time.
• Excellent interpersonal and communication skills, from users to high-level executives; quick learner, insightful, curious, creative, and open-minded.
• Project Management experience, including ownership of multiple tasks in parallel
• Experience working with Customer Success supporting systems such as CS Apps, SalesForce, helpdesk, and training tools.
• Familiarity with B2B customers and business processes - is an advantage.

Office location – TLV

Hybrid work – expectation to be in the office three (3) times a week.