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CSM Jobs

Customer Success Manager

Windward

Location
Onsite (London, England)
Employment
Full-time
Level
Mid Level
Posted 3 days ago

About the role

Windward, the leading Maritime AI company, is seeking a Customer Success Manager to join its London-based team. The role focuses on managing key enterprise accounts in the trading and shipping sectors, driving product adoption, and ensuring client satisfaction through strategic relationship management.

Skills

Customer Success Account Management Maritime Domain SaaS Contract Negotiation Salesforce Product Adoption Relationship Management Data Analysis Strategic Planning Communication Presentation Skills Cross-functional Collaboration Technical Support Market Intelligence

Full job details

About Windward:

 

Windward is the leading Maritime AI™ company, empowering the global trade ecosystem with a state-of-the-art decision-support platform. Our technology provides real-time, predictive, and intelligence-driven insights, enabling maritime stakeholders to make smarter decisions with actionable visibility into the entire maritime domain. We partner with organizations across trading, shipping, energy, logistics, and government sectors to help them navigate risk and drive sustainable growth.

 

The Opportunity:

 

We are looking for a passionate and results-oriented Customer Success Manager (CSM) to join our London-based team, specializing in Trading & Shipping customers. This position is ideal for individuals with a robust background in maritime, solid experience with SaaS and commercial clients, and a deep understanding of the customer lifecycle.

 

As a CSM at Windward, you will be the trusted advisor and primary contact for key clients, ensuring their successful adoption and ongoing satisfaction with our platform. You’ll work closely with global enterprise accounts, nurture lasting partnerships, champion product adoption, and identify new opportunities for growth and value.

 

Key Responsibilities:

 

  • Build and manage strong client relationships on both strategic and operational levels

  • Own the customer journey, overseeing onboarding, product adoption, retention, and overall account growth

  • Lead renewal negotiations with a focus on minimizing churn and maximizing value

  • Act as the subject matter expert on maritime issues, addressing clients’ technical and business needs

  • Deliver impactful training sessions and engaging product webinars

  • Gather and relay user feedback to help guide future product development

  • Identify upselling and cross-selling opportunities within existing accounts

  • Work closely with Support, Sales, Product, and R&D teams to ensure client success

 

Requirements:

 

  • 4+ years of Customer Success or Account Management experience

  • Strong background in the maritime domain or trading & shipping industry

  • Expertise in SaaS platforms and experience working with global enterprise clients

  • Commercial acumen and experience negotiating contracts

  • Proven history of effective cross-functional work with product and technical teams

  • Willingness to travel internationally (approximately 30% of the time)

  • Excellent interpersonal and communication skills, suitable for audiences from end-users to C-level executives

  • Proficiency with tools such as Salesforce, helpdesk systems, and customer training platforms

  • Fluency in English; additional languages considered a plus

 

Why Windward?

 

Join Windward and become part of a mission-driven company defining the future of maritime intelligence. Work with cutting-edge AI technologies, collaborate with passionate and brilliant colleagues, and make a tangible impact on global trade.

 

Join us in transforming how the world understands and manages maritime risk.