Customer Success Manager

Windward Ltd.; Houston (TX); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

Windward Ltd. is seeking a Customer Success Manager in Houston to lead strategic client relationships, oversee onboarding, adoption, retention, and growth for Trading & Shipping customers.

You will act as the maritime subject matter expert, deliver impactful training, and collaborate with cross-functional teams to ensure customer success and expansion opportunities. The role requires 4+ years in CS/ACM, SaaS experience with global enterprise clients, strong negotiation skills, and willingness to

Qualifications

• 4+ years of experience 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.
• Proven ability to work cross-functionally with product and technical teams.
• Willingness to travel globally (approx. 30%)

Responsabilités

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

Connaissances

Maritime industry knowledge

SaaS customer success

Contract negotiations

Cross-functional collaboration

Excellent communication

Travel readiness

Outils

Salesforce

Helpdesk systems

Customer training platforms

Description du poste

# Customer Success ManagerHouston, USA · Full-time · Intermediate#### About The PositionAbout Windward:Windward is the leading Maritime AITM company, providing a powerful decision-support platform that accelerates global trade. Our technology enables maritime stakeholders to make real-time, predictive, intelligence-driven decisions with actionable visibility into the maritime domain. We support organizations across trading, shipping, energy, logistics, and government sectors to navigate risk and drive growth.The Opportunity:We are seeking a passionate and results-driven Customer Success Manager (CSM) to join our team, focusing on our Trading & Shipping customers. If you have a strong background in Maritime, experience working with SaaS and commercial clients, and a deep understanding of the customer lifecycle, this role is for you.As a CSM at Windward, you will serve as the primary point of contact for key clients, ensuring their success and satisfaction with our platform. You will work closely with global enterprise accounts, fostering long-term relationships, driving product adoption, and identifying opportunities for growth.Key Responsibilities:* Manage client relationships at both strategic and operational levels* Own management responsibilities including onboarding, adoption, retention, and growth* Lead renewal negotiations and maintain low gross churn* Serve as the maritime subject matter expert and main contact for customer needs and inquiries* Deliver impactful training sessions and product webinars* Promote customer feedback internally to shape product development* Upsell and cross-sell to existing accounts, identifying new business opportunities* Collaborate closely with Support, Sales, Product, and R&D teams#### Requirements* 4+ years of experience 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* Proven ability to work cross-functionally with product and technical teams* Willingness to travel globally (approx. 30%)* Excellent interpersonal and communication skills, from end-users to C-level executives* Familiarity with tools such as Salesforce, helpdesk systems, and customer training platforms* Fluency in English; additional languages are an advantageWhy Windward? At Windward, you’ll be part of a mission-driven company shaping the future of maritime intelligence. You’ll have the opportunity to work with cutting-edge AI technologies, collaborate with a brilliant and passionate team, and make a real impact on the global trade ecosystem.Join us in transforming how the world understands and manages maritime risk.