Customer Success Manager

Windward is a maritime AI company providing a decision-support platform for global trade and maritime risk management. The Customer Success Manager will manage strategic enterprise customer relationships, drive onboarding, adoption, retention, renewals, and growth, and serve as a maritime subject matter expert while collaborating with internal teams.

Responsibilities:

• Manage client relationships at both strategic and operational levels
• Own management responsibilities including onboarding, adoption, retention, and growth
• Lead renewal negotiations and maintain low gross churn
• Serve as the maritime subject matter expert and main contact for customer needs and inquiries
• Deliver impactful training sessions and product webinars
• Promote customer feedback internally to shape product development
• Upsell and cross-sell to existing accounts, identifying new business opportunities
• Collaborate closely with Support, Sales, Product, and R&D teams

Requirements:

• 4+ years of experience in Customer Success or Account Management
• Background in the maritime domain or trading & shipping industry
• Experience with SaaS platforms and global enterprise clients
• Strong commercial acumen and experience with contract negotiations
• Proven ability to work cross-functionally with product and technical teams
• Excellent interpersonal and communication skills, from end-users to C-level executives
• Familiarity with tools such as Salesforce, helpdesk systems, and customer training platforms
• Fluency in English
• additional languages are an advantage