Customer Success Manager (CSM)

Station Satcom Pvt. Ltd.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Station Satcom Pvt. Ltd. is seeking a Customer Success Manager to ensure customers achieve maximum value from maritime IT and satellite services.

You will act as the primary post-delivery contact, forging long-term relationships and coordinating across Sales, Technical Support, Managed IT, and Product teams. Key duties include onboarding, health monitoring, quarterly reviews, escalation ownership, and advocating for customers while identifying expansion opportunities.

Qualifications

• 5–10 years in Customer Success, Account Management, or Technical Account Management.
• Experience in Maritime IT, Satellite Communications, or Managed IT Services.
• Experience handling enterprise or fleet customers.
• Familiarity with CRM and ITSM platforms such as Zoho and ServiceNow.

Responsibilities

• Serve as the primary customer advocate and maintain executive-level relationships with key accounts.
• Coordinate onboarding after project completion and ensure smooth handover from Sales and Projects.
• Identify risks and own customer escalations, coordinating with Technical Support, Managed IT, and Product teams.
• Conduct Quarterly Business Reviews (QBRs) and analyze tickets, SLA performance, and security recommendations.
• Collect and communicate customer feedback to Product Management and Engineering; identify opportunities to upsell Station Satcom services.
• Prepare monthly customer reports highlighting risks and mitigation plans and present findings to customers.

Skills

Relationship management

Stakeholder management

Customer advocacy

Executive-level communication

Education

Bachelor's Degree in IT/CS/Electronics/Telecommunications

PMP or PRINCE2 certification

Cybersecurity certifications (e.g., CompTIA, Cisco)

Tools

Zoho CRM

ServiceNow

Job description

Jalan Pemimpin, Singapore | Posted on 09/03/2026

The Customer Success Manager (CSM) is responsible for ensuring that customers achieve maximum value from Station Satcom's products and services. The CSM serves as the primary point of contact after project delivery, building long-term customer relationships, improving customer satisfaction, reducing churn, and identifying opportunities for service expansion.

The role acts as the bridge between customers, Sales, Technical Support, Managed IT, and Product teams to ensure a seamless customer experience.

Key Responsibilities

Customer Relationship Management

• Serve as the primary customer advocate.
• Build strong relationships with vessel owners, fleet managers, IT managers, and technical superintendents.
• Conduct regular customer engagement meetings.
• Understand customer business objectives and operational challenges.
• Maintain executive-level relationships with key accounts.

Customer Onboarding

• Coordinate customer onboarding after project completion.
• Ensure successful handover from Sales and Projects.
• Introduce customers to Station Satcom support processes.
• Conduct onboarding sessions for new customers.
• Verify all customer documentation is complete.

Customer Health Monitoring

• Identify risks before they become escalations.
• Own customer escalations.
• Coordinate internally with:
• oTechnical Support
• oManaged IT
• oProduct Team
• Keep customers updated until resolution.
• Ensure preventive actions are implemented.

Customer Success Reviews

Conduct Quarterly Business Reviews (QBRs) including:

• Ticket analysis (work closely with Support team)
• SLA performance (work closely with Support team)
• Security recommendations
• Improvement opportunities
• New technology recommendations

Customer Advocacy

Collect and communicate customer feedback regarding:

• Market trends
• Work closely with Product Management and Engineering teams.

Identify opportunities for customers to adopt additional Station Satcom services such as:

• Firewall solutions

• Generate qualified leads for the Sales team

Reporting

Prepare monthly customer reports including:

• Risks and Mitigation Plans

Work Closely with Support team and present the reports to customer.

Customer Management

• Excellent relationship management
• Stakeholder management

Technical Knowledge

Good understanding of:

• Iridium Certus

Preferred Experience

• 5–10 years in Customer Success, Account Management, or Technical Account Management.
• Experience in Maritime IT, Satellite Communications, or Managed IT Services.
• Experience handling enterprise or fleet customers.
• Familiarity with CRM and ITSM platforms (e.g., Zoho, ServiceNow).

Educational Qualification

• Bachelor's Degree in Information Technology, Computer Science, Electronics, Telecommunications, or a related field.
• PMP or PRINCE2 (advantageous).
• Microsoft, Cisco, Fortinet, CompTIA, or cybersecurity certifications are an added advantage.

Global Head of Maritime Managed IT & Customer Success