Senior Manager, Customer Success (EMEA)

Marcura; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Marcura is seeking a Senior Manager of Customer Success to grow customer relationships across EMEA. This strategic role blends maritime expertise, procurement knowledge, and consultative skills. The successful candidate will leverage their experience to drive customer satisfaction and retention while leading a dedicated team.

Benefits

Competitive Salary and Bonus

Inclusive Onboarding Experience

Marcura Wellness Zone

Global Opportunities

Diverse, Supportive Work Culture

Qualifications

• 5+ years of experience in maritime industry managing procurement teams.
• 2+ years experience in Customer Success, Account Management, or Consulting role.
• Strong understanding of procurement process and category management.

Responsibilities

• Manage customer relationships across EMEA.
• Lead Customer Success team to ensure customer satisfaction and retention.
• Provide procurement advisory and develop onboarding frameworks.

Skills

Customer relationship management

Consultative skills

Procurement knowledge

Maritime domain expertise

Data analysis

Education

Bachelor's degree in supply chain or Procurement

Tools

Salesforce

Gainsight

Job description

We are ShipServ, a forward-thinking B2B software scale-up dedicated to fostering trust within the maritime ecosystem. Our vision is to revolutionize the way shipping companies and suppliers conduct their buying and selling, leveraging transparency and innovation to optimize procurement.

With over two decades of domain expertise, we are committed to building tools and platforms that empower maritime procurement professionals to do their best work, faster and smarter. ShipServ is shaping the digital future of the maritime supply chain.

As the Senior Manager, Customer Success, you will be responsible for managing and growing customer relationships across Europe, the Middle East, and Africa (EMEA). This is a strategic, customer-facing role requiring a blend of maritime domain expertise, procurement knowledge, and consultative skills to ensure our customers achieve measurable success with ShipServ's solutions.

You'll be the trusted advisor and advocate for your customers, driving value through proactive engagement, onboarding, training, and ongoing support. Your goal is to ensure customer satisfaction, retention, and account expansion.

You will lead a team of specialists who support customer onboarding, manage system integration projects, and provide procurement advisory services. In this role, you will collaborate closely with the Buyer Sales and Technology teams to ensure seamless delivery and customer success.

Account Management:

• Lead the Customer Success team to proactively manage relationships with existing buyer accounts, ensuring customer satisfaction, retention, and adoption of ShipServ's solutions.
• Drive expansion opportunities by identifying customer needs and collaborating with Sales to deliver relevant solutions and product upgrades.
• Develop playbooks and best practices for account health monitoring, business reviews, and outcome tracking to ensure customers achieve measurable value.
• Foster close collaboration with Sales and Product teams to translate customer insights into actionable improvements across the platform.
• Analyze customer revenue and create risk/mitigation proactive plans to avoid churn.
• Provide strategic procurement advisory to customers to implement the best practices.
• Utilize data insights to show value to towards their procurement practices.

Buyer Onboarding:

• Provide strategic oversight of the Buyer Onboarding team, ensuring a smooth and timely implementation process that accelerates time-to-value for new customers.
• Support the team in developing scalable onboarding frameworks and customer engagement practices that drive satisfaction and early adoption.

Buyer Integration:

• Oversee the Buyer Integration team as they manage seamless technical connections between customer systems and the ShipServ platform.
• Proactively monitor and address interface failures to maintain high customer satisfaction.

Team Coordination:

• Establish and maintain effective communication with teams in Manila and Europe.
• Work closely with Sales teams to understand customer needs and ensure operational processes support retention and growth.
• Contribute to ShipServ's strategic direction and decision-making as part of the Senior Leadership Team.

We are ShipServ, a forward-thinking B2B software scale-up dedicated to fostering trust within the maritime ecosystem. Our vision is to revolutionize the way shipping companies and suppliers conduct their buying and selling, leveraging transparency and innovation to optimize procurement.

With over two decades of domain expertise, we are committed to building tools and platforms that empower maritime procurement professionals to do their best work, faster and smarter. ShipServ is shaping the digital future of the maritime supply chain.

As the Senior Manager, Customer Success, you will be responsible for managing and growing customer relationships across Europe, the Middle East, and Africa (EMEA). This is a strategic, customer-facing role requiring a blend of maritime domain expertise, procurement knowledge, and consultative skills to ensure our customers achieve measurable success with ShipServ's solutions.

You'll be the trusted advisor and advocate for your customers, driving value through proactive engagement, onboarding, training, and ongoing support. Your goal is to ensure customer satisfaction, retention, and account expansion.

You will lead a team of specialists who support customer onboarding, manage system integration projects, and provide procurement advisory services. In this role, you will collaborate closely with the Buyer Sales and Technology teams to ensure seamless delivery and customer success.

Account Management:

• Lead the Customer Success team to proactively manage relationships with existing buyer accounts, ensuring customer satisfaction, retention, and adoption of ShipServ's solutions.
• Drive expansion opportunities by identifying customer needs and collaborating with Sales to deliver relevant solutions and product upgrades.
• Develop playbooks and best practices for account health monitoring, business reviews, and outcome tracking to ensure customers achieve measurable value.
• Foster close collaboration with Sales and Product teams to translate customer insights into actionable improvements across the platform.
• Analyze customer revenue and create risk/mitigation proactive plans to avoid churn.

Procurement Advisory:

• Provide strategic procurement advisory to customers to implement the best practices.
• Utilize data insights to show value to towards their procurement practices.

Buyer Onboarding:

• Provide strategic oversight of the Buyer Onboarding team, ensuring a smooth and timely implementation process that accelerates time-to-value for new customers.
• Support the team in developing scalable onboarding frameworks and customer engagement practices that drive satisfaction and early adoption.

Buyer Integration:

• Oversee the Buyer Integration team as they manage seamless technical connections between customer systems and the ShipServ platform.
• Proactively monitor and address interface failures to maintain high customer satisfaction.

Team Coordination:

• Establish and maintain effective communication with teams in Manila and Europe.
• Work closely with Sales teams to understand customer needs and ensure operational processes support retention and growth.
• Contribute to ShipServ's strategic direction and decision-making as part of the Senior Leadership Team.

Requirements

• Bachelor's degree in supply chain or Procurement with IT skills.
• 5+ years of experience in maritime industry managing procurement teams and processes is highly desirable
• 2+ years of experience in a Customer Success, Account Management, or Consulting role — preferably in B2B SaaS.
• Strong understanding of procurement process, category management and supplier management skills preferably within maritime industry.
• Proven track record of client or external facing roles with the ability to build long-term relationships with customers / suppliers.
• Proven experience in a consultative role, with the ability to diagnose customer challenges, design tailored solutions and deliver strategic recommendations that drive business value.
• Strategic mindset with the ability to leverage data to inform decisions, define priorities, and establish clear Objectives and Key Results (OKRs) for the team.
• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight) is a plus.
• Willingness to travel occasionally to meet clients or attend events in the EMEA region.
• Excellent communication skills with the ability to articulate design decisions and rationale
• Ability to adapt to evolving project requirements and feedback

Benefits

• Competitive Salary and Bonus: We reward your expertise and contributions.
• Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
• Marcura Wellness Zone: We value your work-life balance and well-being.
• Global Opportunities: Be part of an ambitious, expanding company with a local touch.
• Diverse, Supportive Work Culture: We're committed to inclusion, diversity, and a sense of belonging for all team members.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development

• Industries

  IT Services and IT Consulting

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