Maritime SaaS CSM — Growth, Renewals & Partnerships

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

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.