Customer Success Manager (Enterprise)

RightShip is the world’s biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. The Customer Success Manager, Enterprise (CSM, Ent) is responsible for managing a portfolio of customer accounts, ensuring successful onboarding, engagement, and retention of customers while driving value realization across RightShip’s product suite.

Responsibilities:

• Act as the primary point of contact for assigned customers during onboarding and implementation across the RightShip suite of products and services
• Coordinate onboarding activities including account enablement, configuration, training and early adoption support
• Guide customers through key product capabilities and ensure alignment between customer objectives and the value delivered by RightShip solutions
• Ensure a smooth transition from Sales to Customer Success by supporting the handover of new accounts and confirming customer goals and success criteria
• Manage an assigned portfolio of customer accounts, maintaining regular engagement to ensure customers derive value from RightShip’s products and services
• Develop and maintain strong working relationships with customer stakeholders to understand their operational needs and priorities
• Monitor customer usage, engagement and satisfaction to identify opportunities to improve adoption and overall customer outcomes
• Proactively identify potential risks, blockers or issues affecting customer success and work with internal teams to resolve them in a timely manner
• Act as the voice of the customer by gathering feedback and sharing insights with Product, Sales and other internal teams to improve solutions and customer experience
• Support the achievement of customer retention and renewal targets by ensuring customers realise measurable value from RightShip’s services
• Maintain visibility of contract timelines and work collaboratively with Sales teams to support timely renewals
• Identify potential retention risks within the portfolio and escalate where necessary to ensure proactive mitigation
• Track key customer success indicators including engagement, adoption and satisfaction across assigned accounts
• Serve as the first point of contact for customer queries, product usage questions and service requests
• Coordinate internally with Product, Platform Support and other teams to resolve issues efficiently
• Maintain clear communication with customers throughout issue resolution and ensure appropriate follow-up
• Support the delivery of service levels and response standards expected by customers
• Identify opportunities within the customer portfolio for additional value through product adoption, expanded usage or additional services
• Collaborate with Sales teams to support customer discussions relating to upgrades, renewals or new solutions
• Provide insights and context from ongoing customer engagement to support commercial conversations and account planning

Requirements:

• Bachelor's degree in Business, Maritime Studies, Marketing or related discipline
• 6–8+ years' experience in customer success, account management, customer experience or client relationship roles
• Strong ability to build relationships with customers and understand their operational needs
• Ability to communicate product value and translate technical capabilities into practical customer outcomes
• Strong organisational skills and ability to manage multiple customer relationships simultaneously
• Ability to collaborate effectively across cross-functional teams
• Experience working with SaaS platforms, digital products or maritime industry solutions is desirable