Customer Success Manager (CSM), London

  • Sales, Marketing, Customer Success
  • London, United Kingdom

Customer Success Manager (CSM), London

Job description

Shipfix is the market leading data intelligence platform for shipping and commodities. Our proprietary artificial intelligence-driven tools aggregate cargo and vessel information to optimise daily workflows of maritime and trade professionals and to address key issues within the industry that can be overcome to increase our customer trading and operational performance.

About the role

  • As a Customer Success Manager (CSM), you will play a key role in driving product adoption, business outcomes and customer success. The role will include (but is not limited to) the following responsibilities:
  • Manage the customer lifecycle which includes: post-sales launch and onboarding, CSM enablement, coordinating Customer enablement activities, maintaining a healthy steady state, executive alignment, renewal and growth of relationships
  • Engage with senior client executives and company leadership
  • Inspire customers to sell the value of the Shipfix products and encourage adoption and expansion of both within their organisation
  • Maintain strong working relationships and work closely with other internal teams
  • Maximise customer retention rates and drive growth by facilitating engagements that generate a pipeline of further upsell opportunities
  • Serve as an escalation point of contact for issues that impacts the customer’s success
  • Develop and maintain long-term relationships with stakeholders in your account portfolio
  • Manage partner feedback and product needs by providing and organising feature requests to internal teams
  • Proactively identify customer needs and identify up-sell opportunities
  • Execute key strategies for revenue acceleration
  • Developing and executing customer success plans, as well as tracking and reporting on key metrics to ensure adoption and success

You will report into the Head of Customer Success


  • Competitive Salary, relative to experience
  • 28 days Annual Leave, including the usual Bank Holidays
  • Bupa Health insurance
  • Pension
  • Cycle to work scheme
  • Flexible working
  • Casual / business casual dress
  • Access to all WeWork perks including discounts
  • Your work will be based out of our London Office but we are fully equipped for remote work as required

Job requirements

About you

  • Experience of working in a client facing role such as Account Manager or Customer Success Manager
  • Experience of working within the Shipping industry (preferable)
  • Experience with B2B SaaS software (preferable)
  • Preferably a higher education degree
  • Comfortable engaging at a senior level
  • Willingness to learn, and have a strong understanding of our customers businesses
  • Possess strong business and analytical expertise as well as strong account management expertise
  • Ability to multitask and track multiple client workflows simultaneously
  • Strong sense of organisation and discipline in handling critical client and business information
  • Team player and willing to be flexible when necessary 
  • Willing to travel onsite to clients when appropriate and possible 

If you don't tick all the boxes but are curious, have an appetite to learn, love client facing interactions and understand what it takes to be client centric and enable client success we’d love to hear from you and you should apply!

Shipfix is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sexual orientation or veteran status.

Shipfix will use your personal data to assess your application. The Shipfix Privacy Policy explains how we collect and use personal data.