Director of Customer Success

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.

About the role:

As ShipIn continues to grow, we’re looking for a Director of Customer Success to build and lead a world class scalable, high-impact CS function. This leadership role is vital to supporting our next phase of growth and delivering long-term value to our customers.

You’ll work closely with the VP of Customer Success and other leadership team members to define and implement the strategy, build infrastructure, and implement operational workflows that ensure consistent, high-impact customer engagement. You’ll also play a key role in hiring and mentoring a multidisciplinary CS team.

What you’ll be doing:

• Build Scalable Systems – Design and implement CS processes, playbooks, and tools to support a growing customer base.
• Strategic Execution: Lead execution of the CS strategy—engagement planning, prioritization, risk modeling, and customer lifecycle management.
• Customer Engagement: Serve as a trusted advisor to strategic maritime customers, ensuring value delivery and outcome realization.
• Team Leadership: Mentor, and lead a team of CSMs and Data Moderators. Foster a culture of ownership, collaboration, and continuous improvement.
• Cross-Functional Collaboration: Partner with Product, Sales, and Engineering to ensure the customer voice drives decision-making across the company.
• Data & Metrics Ownership: Track and report on key success metrics, such as customer health, retention risk, and product engagement.
• Operational Excellence: Build internal systems to automate tasks, manage feedback loops, and centralize knowledge (e.g., health scores, success playbooks).
• Strategic Partnering: Work closely with the VP of Customer Experience to transform vision into action.

Responsibilities:

• 10+ years of Customer Success experience, with at least 4 years in a senior leadership role at a scaling B2B SaaS startup.
• Proven success building and optimizing CS infrastructure in B2B SaaS companies.
• Excellent communicator — clear, persuasive, and confident in both internal discussions and external engagements.
• Experience working directly with senior executives and managing complex customer relationships.
• Strong business acumen: able to connect CS strategy with measurable business value.
• Hands-on builder, you’re equally comfortable defining strategy and rolling up your sleeves to execute.
• Ownership mindset, highly autonomous, accountable, and focused on results.
• Friendly, approachable, and collaborative, someone people naturally trust and enjoy working with.
• Maritime experience is a huge plus.

We work in a hybrid mode and come to the office twice a week.