Customer Success Manager

🚢 Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world. 🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance. 🔍 Why Join OneOcean Crew?

• Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
• Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
• Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.

🧭 Navigating the position: Customer Success Manager
The Customer Success Manager is responsible for owning the post-sale customer lifecycle, ensuring customers achieve measurable value from onboarding through renewal and expansion. The role focuses on adoption, value realization, customer health, and retention readiness, working in close partnership with Account Management for commercial outcomes.

Key Responsibilities:

Onboarding & Activation

• Own customer onboarding from handover to go-live
• Define success criteria and customer objectives
• Ensure structured enablement and onboarding plans
• Validate early adoption and engagement
• Working with Professional Services in supporting and delivering the scope of the customer needs

Adoption & Value Realisation

• Develop customer success plans aligned to outcomes
• Drive product adoption through training and engagement
• Track usage and value delivery milestones
• Run regular business and operational reviews

Customer Health & Retention

• Monitor health scores and risk indicators
• Identify and mitigate churn risks proactively
• Ensure customers are renewal-ready through value demonstration
• Coordinate issue resolution and escalations

Relationship Management

• Act as primary post-sale contact
• Build multi-level stakeholder relationships
• Lead executive business reviews
• Advocate customer needs internally

Growth & Expansion Support

• Identify upsell and cross-sell opportunities
• Partner with Account Managers on expansion strategy
• Provide data and insights to support commercial discussions

Skills, Knowledge, and Experience Required:

• Experience in Customer Success or B2B SaaS
• Strong stakeholder and relationship management skills
• Experience driving product adoption and engagement
• Analytical mindset with ability to interpret usage data
• Experience with CRM and CS tools (Salesforce, Gainsight etc.)

Originally posted on Himalayas