Maritime SaaS Customer Success Leader

Windward; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Windward is seeking a Customer Success Manager in London to lead strategic and operational client relationships within Trading & Shipping. You will drive onboarding, adoption, retention and growth across global enterprise accounts, serving as the maritime subject matter expert and primary client contact.

You will supervise renewals, deliver impactful training, and collaborate closely with Sales, Product and R&D while traveling up to 30% to engage key stakeholders and ensure superior customer

Qualifications

• 4+ years 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.
• Willingness to travel globally (approx. 30%).
• Excellent interpersonal and communication skills from end-users to C-level.
• Familiarity with Salesforce and customer training platforms.

Responsibilities

• Manage client relationships at strategic and operational levels.
• Own onboarding, adoption, retention and growth.
• Lead renewal negotiations and maintain low churn.
• Serve as maritime subject matter expert and main contact for client needs.
• Deliver training sessions and product webinars.
• Promote customer feedback to shape product development.
• Upsell and cross-sell to existing accounts; identify new opportunities.
• Collaborate with Support, Sales, Product and R&D teams.

Skills

Customer relationship management

Negotiation

Cross-functional collaboration

Communication skills

Travel willingness

SaaS experience

Maritime domain knowledge

English fluency

Tools

Salesforce

Helpdesk systems

Training platforms

Job description

Windward is seeking a Customer Success Manager in London to lead strategic and operational client relationships within Trading & Shipping. You will drive onboarding, adoption, retention and growth across global enterprise accounts, serving as the maritime subject matter expert and primary client contact.

You will supervise renewals, deliver impactful training, and collaborate closely with Sales, Product and R&D while traveling up to 30% to engage key stakeholders and ensure superior customer