Customer Success Manager

**Job description**:
We are looking for a dynamic Customer Success Manager who will be responsible for leading value delivery to our customers. The CSM will manage the customer relationship and coordinate internal teams to make sure customers’ outcomes are achieved.

As a key member of our team, you’ll take ownership of a diverse portfolio of international customers using our innovative apps. You’ll be the go-to person for shipowners, charterers, and engineering companies, helping them monitor offshore projects and maritime operations with the support of cutting-edge analytics.

**This role offers the chance to**:

- Make a real impact in a dynamic industry, driving success for our customers through advanced technology.
- Play a crucial in the organization, collaborating closely with Sales, Product and Project Managers and Tech teams on a daily basis.

To thrive in this role, the CSM will become an expert on our products, understand the market dynamics to fuel customer discussion.

**Your missions include**:

- Own customer relationships: you will take the reins on customers, maintaining long-term relationships with them.
- Understand customers : you will lead discovery calls and regular calls with customers to build a thorough understanding of customer’s objectives use cases and desired outcomes with our solutions.
- Lead customer engagement : you will prepare and deliver kick-offs, onboardings and trainings, support, regular touchpoints for users and guarantee that our customers are getting the most out of our solutions and services.
- Own Customers’ revenue retention and renewal process: you will own customer renewal negotiation.
- Contribute to customer’s revenue growth : work closely with the Sales team to plan for customer’s ARR growth.
- Collaborate with other teams: you will share valuable insights and feedback from our customers with our Sales, Product, Tech and Marketing teams to steer our efforts toward enhanced acquisition and engagement

**We have two products**:

- Market Intelligence: a big data solution to provide intelligence on offshore industry and support our customers in their prospecting and business decisions
- Smart Fleet Management: a tailor-made app for vessel managers & charterers to digitize onboard processes and optimize performance measurement.

**What you are looking for**:

- A fast-growing company and a dynamic environment
- Contributing to the energy transition, working for offshore wind projects and towards decarbonization of the maritime sector
- Learning more about the maritime industry (& talking a lot about oceans)

**Preferred experience**:

- At least a first successful experience in a client facing position, preferably (but not limited to) as a Customer Success Manager or as a Project Manager in SaaS B2B
- Rigorous, structured and with a strong sense of prioritization
- A reliable and accountable personality
- Strong willingness to learn about the offshore wind and the maritime industry
- Listening skills to frame customer needs, sharp business acumen and a growth mindset
- Solid communication skills (verbal & written) in English, as this is the working language with customers
- Strong interpersonal skills and a good team spirit
- Experience in the Maritime industry is a plus
- Ability to work in London or Paris

**Recruitment process**:

- Discovery: a call with the Head of CSM to learn more about the company and the role, explain your experience and motivation for the role
- Competence: an interview with the team to give you the opportunity to demonstrate your skills through a technical exercise and discussion
- Culture: company culture-fit interview with the CEO & co-founder and the Head of People