Enterprise Customer Success Manager

Orca AI; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company at the forefront of the shipping industry's digital revolution. As an Enterprise Customer Success Manager, you will play a crucial role in enhancing decision-making with cutting-edge AI technology. Your responsibilities will include managing client onboarding, training, and ensuring customer satisfaction while collaborating closely with sales and product teams. This dynamic position requires excellent communication skills and a strong background in customer success, particularly within the maritime or SaaS sectors. If you thrive in a fast-paced environment and are passionate about making shipping safer and more efficient, this is the perfect opportunity for you.

Qualifications

• 4+ years of experience in Enterprise Customer Success, preferably in maritime or SaaS.
• Technical understanding of AI and software solutions.

Responsibilities

• Manage onboarding and training of new customers, ensuring their satisfaction.
• Establish strategic relationships with decision-makers in the industry.

Skills

Customer Success Management

Communication Skills

Technical Understanding of SaaS

Interpersonal Skills

Prioritization and Organizational Skills

Education

Bachelor’s Degree

Job description

Enterprise Customer Success Manager

• CSM
• Singapore
• Full-time

Description

The shipping industry is undergoing a digital revolution, with AI and Machine Learning transforming the sector and enabling data-driven decisions that improve safety, efficiency, and sustainability. Orca AI is at the forefront of this change, providing an automated situational awareness platform to enhance decision-making on board and ashore, ensuring vessels reach their destinations safely and efficiently regardless of weather or congestion. Join Orca AI in our mission to modernize navigation and make shipping safer.

As a CSM, you will coordinate the launch activities for new clients and support existing clients expanding into new countries, categories, or applications.

You will collaborate closely with Sales and Product teams to manage projects from initiation to Go Live, representing the company on the customer side and voicing customer needs internally to meet expectations.

Reporting to the Director of CSM, your responsibilities include:

• Managing the onboarding and training of new customers, and maintaining ongoing customer health, growth, and satisfaction.
• Establishing strategic relationships with decision-makers and economic buyers, providing best practices for product use.
• Representing the voice of the customer in product development.
• Partnering with Sales and Product teams on upselling, cross-selling, and expansion opportunities.
• Utilizing your product knowledge to ensure customers derive maximum value from Orca AI products.

Ideal candidates will have:

• Native English speaker with excellent written and verbal communication skills.
• At least 4 years of experience in Enterprise Customer Success, preferably within the maritime industry, SaaS, B2B software, cybersecurity, or similar roles.
• Technical understanding of software solutions, SaaS environments, AI, and computer vision.
• Exceptional interpersonal skills.
• Strong prioritization, process orientation, accountability, and organizational skills.
• Ability to thrive in a fast-paced, dynamic, and changing environment.
• Team-oriented and effective communicator, comfortable managing multiple interfaces.
• Bachelor’s degree.
• Background in maritime or B2B enterprises is an advantage.