About the role

Windward, the leading Maritime AI company, is seeking a Customer Success Manager to drive product adoption and retention for key enterprise clients in the trading and shipping sectors. This role involves managing strategic client relationships, leading renewal negotiations, and serving as a subject matter expert to help global stakeholders navigate risk and drive growth.

Skills

Customer Success Account Management Maritime Domain Knowledge SaaS Commercial Acumen Contract Negotiations Salesforce Product Adoption Relationship Management Strategic Planning Data Analysis Communication Skills Presentation Skills Cross-functional Collaboration Renewals Management

Full job details

About Windward:

Windward is the leading Maritime AI™ 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

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 advantage

Why 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.