Senior Customer Success Manager - Container Tracking
Kpler
Customer Service, Sales & Business Development
Athens, Greece
Posted on Jun 11, 2025
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 600 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 Senior Customer Success Manager (CSM) for Kpler’s Container Tracking product, you’ll manage a global portfolio of clients ranging from large enterprise accounts to mid-market and long-tail users. Your mission is to ensure clients across all tiers gain lasting value from our container visibility solutions, through expert engagement, strategic support, and tailored success planning.You’ll be expected to bring a deep understanding of logistics, shipping, and supply chain workflows—leveraging your industry experience to guide clients and act as a critical voice in shaping our evolving solutions.
Responsibilities
- Own and manage a diverse book of container tracking clients, adapting your engagement model based on account size, complexity, and strategic value.
- Lead onboarding and training for clients of all tiers, ensuring seamless implementation and alignment with their operational goals.
- Act as a subject matter expert, advising clients on best practices, optimizing use cases, and ensuring they maximise value from our platform.
- Proactively monitor client health, usage patterns, and satisfaction—addressing issues early and creating retention strategies that scale.
- Collaborate with Sales to identify expansion and renewal opportunities, and present clear business impact stories that reinforce product value.
- Partner closely with the Business Unit for Container Tracking—including regular syncs with the Head of Containers—to review account health, consolidate client feedback, and stay aligned on roadmap priorities. Act as the voice of the customer internally, ensuring Product and Engineering teams are equipped with real-world insights to evolve the platform in line with client needs.
- Contribute to scalable processes that improve engagement and efficiency—especially for low-touch and long-tail segments.
- Keep detailed records in Salesforce to support proactive client management, team alignment, and commercial forecasting.
Skill and Experience
- 4+ years of hands-on experience in Customer Success, Account Management, or client-facing roles within logistics, supply chain, container tracking, or maritime tech.
- Strong working knowledge of containerised freight workflows, visibility platforms, and industry tools.
- Proven ability to manage a portfolio spanning enterprise and lower-tier accounts, tailoring strategies to client maturity and value.
- Excellent communication and interpersonal skills—able to confidently engage with both operational stakeholders and senior decision-makers.
- Comfortable with data analysis and tools such as Excel, dashboards, or APIs to identify trends and support client outcomes.
- Experience with Salesforce or similar CRM systems.
Why Kpler
- Be part of a mission-driven company reshaping global supply chain visibility.
- Work with smart, collaborative teammates across the world.
- Own your client relationships—and your career trajectory.
- Help clients solve real-world logistics challenges with smarter, faster insights.
We 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 happen
We act decisively and with purpose, going the extra mile.
We build together
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’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.
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