Customer Success Manager – Maritime & SaaS (f/m/d)

Description

Founded in 2020, Kaiko Systems is a tech company driving digital innovation in the global maritime industry. Our mission is to make shipping safer, smarter, and more collaborative by transforming manual processes into actionable intelligence. 

With our products, ship crews can collect reliable vessel data on the job, while our AI-powered analysis generates actionable insights for technical teams onshore. These insights help predict incidents, reduce downtime, and enhance safety and efficiency, empowering shipping companies to operate at their best. 

At Kaiko Systems, we’re not just building technology — we’re delivering solutions that make a real difference in people’s work lives and their professional environment. Join us as we navigate the future of maritime together.

Your mission

Customer Onboarding & Implementation:

• Lead and manage customer onboarding processes to ensure a seamless transition to the platform. Provide guidance on best practices for using the product and align implementation with customer goals.
• Conduct training sessions and workshops to empower customers with platform knowledge.
• Develop customized onboarding strategies for enterprise clients.

Customer Engagement & Retention: 

• Build and nurture strong, value-driven relationships with customers.
• Act as a trusted advisor, guiding clients through product usage and best practices.
• Identify risks of churn and implement strategies to improve retention. Develop client success plans based on customer objectives and KPIs.
• Maintain regular communication through check-ins, business reviews, and support interactions.
• Lead and manage customer onboarding processes to ensure a seamless transition to the platform. Provide guidance on best practices for using the product and align implementation with customer goals.

Upselling & Account Growth: 

• Lead Agile product development processes (Scrum, Kanban).
• Own and manage the product backlog, ensuring clear prioritization.
• Write clear and detailed user stories, acceptance criteria, and technical requirements.
• Work closely with engineering teams to ensure timely and high-quality delivery.
• Manage trade-offs between time, scope, and resources in product delivery.

Product Advocacy & Internal Collaboration: 

• Act as a product ambassador by gathering and relaying customer feedback.
• Work with product teams to communicate customer needs and feature requests.
  Contribute to shaping the future of the product by participating in product roadmap discussions.
• Advocate internally for feature improvements that enhance customer experience.

Data-driven Decision Making & KPI Management: 

• Track and analyze key success metrics such as SaaS uplift, renewals, and product usage.
• Utilize data insights to proactively solve customer challenges before they arise.
• Monitor trends in customer interactions to refine engagement strategies.
• Report on customer health scores and revenue growth projections to leadership.

Process Optimization & Operational Excellence: 

• Continuously refine customer success processes to enhance efficiency and effectiveness.
• Design and implement structured customer journey touchpoints.
• Develop scalable playbooks and frameworks for managing enterprise accounts.
• Ensure best-in-class customer support through proactive issue resolution and knowledge sharing.

Your profile:

• Bachelor’s or Master’s degree in Business Administration, Operations Management, Customer Success, or a related field.
• 5+ years of experience in B2B software implementation, project management, or business analysis.
• Prior experience in customer success, account management, or operations within a SaaS or tech-driven environment.
• Demonstrated ability to manage medium to large enterprise customers, ensuring successful product adoption and retention.
• Maritime industry experience is a plus but not required
  

Worried you don’t check every box? If this role excites you, but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You could be exactly what we’re looking for — either for this role or another one!

Why us?

• Join a highly ambitious and diverse team with a collaborative working environment at a very exciting time in the company’s development, as we scale on the back of significant product market fit
• Be at the forefront of digitalization in a critical global ind