Customer Success Manager

Windward Ltd.; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Windward, a London-based Maritime AI company, is seeking a seasoned Customer Success Manager to lead key enterprise accounts in trading and shipping. You will own the customer journey, drive product adoption, and partner with cross-functional teams to ensure onboarding success and renewal outcomes.

You will engage with C-level executives and end-users alike, delivering training and webinars while identifying growth opportunities. This role requires international travel and strong SaaS experience.

Qualifications

• 4+ years in Customer Success or Account Management.
• Strong maritime or trading & shipping background.
• Experience with SaaS platforms and global enterprise clients.
• Commercial acumen and contract negotiation experience.
• Excellent stakeholder communication from end-users to C-level.
• Willingness to travel internationally (~30%).

Responsibilities

• Build and manage strong client relationships on strategic and operational levels.
• Own the customer journey: onboarding, product adoption, retention, and growth.
• Lead renewal negotiations to minimize churn and maximize value.
• Act as SME on maritime issues addressing client needs.
• Deliver training sessions and engaging product webinars.
• Gather and relay user feedback to guide product development.
• Identify upsell and cross-sell opportunities within existing accounts.
• Collaborate with Support, Sales, Product, and R&D to ensure client success.

Skills

Relationship building

Account management

SaaS knowledge

Maritime domain

Contract negotiation

Cross-functional collaboration

Travel readiness

English fluency

Tools

Salesforce

Helpdesk systems

Customer training platforms

Job description

About Windward

Windward is the leading Maritime AI™ company, empowering the global trade ecosystem with a state-of-the-art decision-support platform. Our technology provides real-time, predictive, and intelligence-driven insights, enabling maritime stakeholders to make smarter decisions with actionable visibility into the entire maritime domain. We partner with organizations across trading, shipping, energy, logistics, and government sectors to help them navigate risk and drive sustainable growth.

The Opportunity

We are looking for a passionate and results-oriented Customer Success Manager (CSM) to join our London-based team, specializing in Trading & Shipping customers. This position is ideal for individuals with a robust background in maritime, solid experience with SaaS and commercial clients, and a deep understanding of the customer lifecycle.

As a CSM at Windward, you will be the trusted advisor and primary contact for key clients, ensuring their successful adoption and ongoing satisfaction with our platform. You’ll work closely with global enterprise accounts, nurture lasting partnerships, champion product adoption, and identify new opportunities for growth and value.

Key Responsibilities

• Build and manage strong client relationships on both strategic and operational levels

• Own the customer journey, overseeing onboarding, product adoption, retention, and overall account growth

• Lead renewal negotiations with a focus on minimizing churn and maximizing value

• Act as the subject matter expert on maritime issues, addressing clients’ technical and business needs

• Deliver impactful training sessions and engaging product webinars

• Gather and relay user feedback to help guide future product development

• Identify upselling and cross-selling opportunities within existing accounts

• Work closely with Support, Sales, Product, and R&D teams to ensure client success

Requirements

• 4+ years of Customer Success or Account Management experience

• Strong background in the maritime domain or trading & shipping industry

• Expertise in SaaS platforms and experience working with global enterprise clients

• Commercial acumen and experience negotiating contracts

• Proven history of effective cross-functional work with product and technical teams

• Willingness to travel internationally (approximately 30% of the time)

• Excellent interpersonal and communication skills, suitable for audiences from end-users to C-level executives

• Proficiency with tools such as Salesforce, helpdesk systems, and customer training platforms

• Fluency in English; additional languages considered a plus

Why Windward?

Join Windward and become part of a mission-driven company defining the future of maritime intelligence. Work with cutting-edge AI technologies, collaborate with passionate and brilliant colleagues, and make a tangible impact on global trade.

Join us in transforming how the world understands and manages maritime risk.