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Windward is the leading Maritime AI™ company, offering a decision support platform to accelerate global trade. Stakeholders can make real-time, predictive intelligence-driven decisions with Windward’s insights and actionable visibility.

We are looking for an experienced Customer Success Manager with a passion for customer satisfaction and business to join our business unit team in London, UK.

As a customer success manager at windward, you’ll be working with strategic commercial enterprises and organisations and will serve as the company’s primary point of contact. Your main responsibilities will be to achieve high customer satisfaction, ensure product usage and value, and enable additional sales. You’ll be doing that by training customers, promoting their requests, and analysing and personalising the company’s unique offering to the customer needs.

Responsibilities:

Manage clients’ accounts directly on both strategic and operational levels: technical, business, support, and product.

Trusted customer advisor and value creation.

Responsible for Account Management and relationship.

Responsible for renewal negotiations and maintaining a low Gross Churn.

Main expert contact.

Provide the voice of the customer internally.

Train customers on the different solutions and use cases client at onboarding and ongoing.

Upsell/expand existing customers installed base.

Introduce and assimilate new features.

Work closely with the Delivery, Support, R&D, Product, Marketing and sales teams.

4+ years of experience in a Customer Success / Account Management role

Experience with working in SaaS companies with global enterprise customers - a must

Experience with Maritime domain - a major advantage

Experience in value based discussions and commercial negotiations with customers.

Experience working with product and R&D management.

Willingness to travel to multiple locations worldwide, up to 30% of the time.

Excellent interpersonal and communication skills, from users to high-level executives; quick learner, curious, creative, and open-minded.

Experience working with Customer Success supporting systems such as SalesForce, CS Platforms and training tools.

Familiarity with B2B customers and business processes - is an advantage.

Additional languages other than English - an advantage

Hybrid work – expectation to be in the office 3 times a week.