Customer Success Manager

Role Overview

Customer Success Responsibilities

• Serve as the main post-sale customer contact, ensuring smooth onboarding, training, and adoption of solutions.
• Build strong client relationships through proactive communication and support.
• Understand customer needs and collaborate with internal teams to deliver tailored solutions.
• Track customer usage, satisfaction, and performance metrics and prepare reports and insights for leadership.
• Manage customer renewals, upsells, and account growth opportunities.
• Handle customer escalations and coordinate rapid cross-functional issue resolution.
• Develop customer documentation, FAQs, and best-practice guidelines.
• Conduct periodic customer business reviews to ensure continuous value delivery.

Administrative and Operational Responsibilities

• Oversee office coordination, scheduling, file management, and general administrative duties.
• Assist with proposals, contracts, quotations, and company communications.
• Support recruitment coordination, onboarding, documentation, and leave records.
• Assist with invoice follow-up and basic bookkeeping coordination with finance.
• Maintain accurate databases, logs, CRM records, and internal systems.
• Coordinate internal meetings, prepare minutes, and follow up on action items.
• Provide operational support to the CEO and leadership team as required.

Qualifications and Experience

• Bachelor’s degree in business administration, management, marketing, or a related field.
• Five to seven years of combined experience in customer success, account management, or administrative and operations roles.
• Experience in technology, marine, or startup environments is preferred but not mandatory.
• Strong communication, relationship-building, and problem-solving skills are required.
• The candidate should be organized, detail-oriented, and able to manage multiple tasks.
• Proficiency in CRM tools, Microsoft Office or Google Workspace, and basic project management tools is required.
• Ability to work independently in a fast-paced startup environment is required.

Key Competencies

What We Offer

• Opportunity to grow with a high-potential marine technology startup.
• Collaborative and innovative work environment.
• Career development and cross-functional exposure.
• Competitive salary and benefits.