Customer Success Manager

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors. Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.As a Customer Success Manager (CSM) focused on maritime clients, your mission is to ensure our shipping, trading, and logistics clients extract maximum value from Kpler's maritime intelligence solutions. You'll act as their trusted advisor and advocate—bridging their operational needs with the best of what Kpler offers. Expect a dynamic environment, deep industry learning, and the opportunity to build meaningful client partnerships.Responsibilities:To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from clientCoach users to be experts on our terminal, Excel add-in, API and data integration.Help the commercial teams uncover upsell/cross-sell opportunities based on clients' needs.Proactively align client's goals with Kpler's.Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.);Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date; You'll be in touch with clients every day either by email, phone, video calls and face to face to help them in a myriad of topics (product usage, new features, support, etc) while always taking into account their individual needs.To enable the client to use the solution at its maximum potential, you'll need to liaise with different teams at Kpler, such as Sales, Product or Engineering.Skills and Experience:+5 years of customer success management experience in the maritime industry.Experience working with B2B customers (100+ users and owned book value >$2M ARR).Outgoing, personable, and a client-focused person.Has the ability to articulate technical concepts with both technical and non-technical audiences. Whilst experience with programming languages is not mandatory for this role, experience with API would be beneficial.Someone who is empathic, listens, and understands the customer's needs through strong relationship-building.Capable of adapting to the needs of shipping companies and/or shipping arms of physical trading houses/energy majors.Genuinely care about your clients and take ownership of projects.Why Kpler:Work with a diverse and global team of experts.Engage with an essential, fast-evolving industry that impacts global trade.Own your success and help maritime clients make smarter, faster decisions.Be part of a company that values innovation, transparency, and growth. $86,000 - $102,000 a yearWe are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you've found your ideal destination. Are you ready to embark on this exciting journey with us?We make things happenWe act decisively and with purpose, going the extra mile.We buildtogetherWe foster relationships and develop creative solutions to address market challenges.We are here to helpWe are accessible and supportive to colleagues and clients with a friendly approach.Our People PledgeDon't meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don't match 100% of the job requirements. Don't let the confidence gap stand in your way, we'd love to hear from you We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.By applying, I confirm that I have read and accept the Staff Privacy Notice