Customer Success Manager

About ShipIn:

At ShipIn, we develop advanced fleet management solutions for the maritime industry, responsible for 90% of the world's trade. Our Visual Fleet Platform (AI and Computer Vision powered) delivers a digital bridge between vessels at sea and teams ashore. We equip shipowners, managers, and seafarers with advanced tools to perform their tasks in a safer and more productive manner.

Position Overview

We are seeking a dynamic Customer Success Manager (CSM) to lead customer engagement, satisfaction, and growth across our platform. You will be a trusted advisor to our customers, guiding them through their lifecycle—from onboarding to value realization, expansion and retention. You will also spearhead presentations (online and in-person) with senior stakeholders, deliver high-impact business reviews, and craft creative, value-driven visual content to support adoption and expansion.

Key Responsibilities

1. Customer Advocacy & Relationship Management:

• Serve as the primary point of contact for a portfolio of strategic customers.
• Build and sustain trusted relationships with senior executives, operations leads, and key stakeholders.
• Act as a customer advocate, influencing internal teams with user feedback.

2. Onboarding, Engagement & Retention

• Own the end-to-end customer journey including onboarding, adoption, training, and renewals.
• Drive engagement and support customers in becoming power users.
• Conduct regular check-ins and Executive Business Reviews with clear value metrics.

3. Presentation & Communication Excellence

• Deliver compelling, executive-level presentations to both large audiences and high-level management.
• Prepare high-quality, creative PPT decks that convey product value, insights, and outcomes.
• Facilitate webinars, conferences, and customer sessions with confidence and clarity.

4. Customer Success Strategy & Metrics

• Implement Customer Success best practices to drive usage, satisfaction, and account growth.
• Analyze customer engagement metrics to identify usage gaps and opportunities for expansion.
• Collaborate cross-functionally with Product, Sales, and R&D to ensure seamless customer experiences.

Qualifications / Experiences

• 4+ years in a customer-facing role (Customer Success, Account Management, or similar) from B2B SaaS companies.
• Maritime experience is a must
• Demonstrated success in presenting to executive audiences and large stakeholder groups.
• Excellent presentation, facilitation, and storytelling skills with visual creativity in tools like PowerPoint.
• Strong knowledge of Customer Success frameworks and success planning methodologies.
• Familiarity with CRM systems and customer success platforms (e.g., HubSpot, Gainsight, Totango).
• Bachelor's degree in Business, Maritime Studies, or related discipline.
• Exceptional communication, organizational, and interpersonal skills.
• Ability to thrive in a dynamic, fast-paced, and globally distributed environment.