Customer Success Manager (CSM)

Station Satcom; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Station Satcom is seeking a Customer Success Manager in Singapore to ensure customers extract maximum value from our maritime IT products and services. You will be the main post-delivery contact, fostering long-term relationships and driving expansions.

You will bridge customers with Sales, Technical Support, Managed IT, and Product teams to deliver a seamless experience while monitoring health, risks, and opportunities for improvement.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field.
• PMP or PRINCE2 certification is advantageous.
• Experience with CRM and ITSM platforms such as Zoho or ServiceNow.

Responsibilities

• Act as the primary customer advocate and maintain executive-level relationships with key accounts.
• Build strong relationships with vessel owners, fleet managers, IT managers, and technical superintendents.
• Conduct regular customer engagement meetings and understand business objectives and challenges.
• Coordinate onboarding after project completion and ensure smooth handover from Sales and Projects.
• Own customer escalations and coordinate internally with Support, Managed IT, Product, and Engineering teams.
• Prepare and present monthly customer reports including risks, mitigations, and opportunities.

Skills

Customer Success

Account Management

Maritime IT

CRM usage

Stakeholder Management

Education

Bachelor's Degree in IT/CS/Engineering

PMP or PRINCE2 (advantageous)

Industry certifications (Microsoft/ Cisco/ Fortinet/ CompTIA)

Tools

Zoho

ServiceNow

Job description

Jalan Pemimpin, Singapore

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:
• Technical Support
• Managed IT
• Product 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