Customer Success Manager

Department: Revenue

Location: Greece- Piraeus

Description

🚢 Discover OTG:
Ocean Technologies Group (OTG) is a leading provider of maritime software solutions. Our foundation is rooted in historic and iconic maritime brands with over 100 years of collective experience, including Seagull, Videotel, Marlins, MTS, Tero Marine, and COMPAS. These brands were founded on the principle of delivering advanced performance through superior technology.

At OTG, we're more than a company; we're a collective of maritime enthusiasts, tech innovators, and visionaries. With a century-long legacy, we have been guiding the industry toward safety and operational excellence. From fleet management to unparalleled learning resources, OTG is shaping the future of maritime solutions and forming strategic alliances with global organizations.

🎯 Our Mission:
Our mission is clear: to provide comprehensive software and training solutions to diverse organizations in the global maritime sector. Recognizing the maritime industry's global significance, our goal is to empower its professionals by equipping them with the skills and tools to maximize their potential, optimize ship performance, and ensure the safe and efficient operation of marine assets.

To date, we have built a strong network, serving over 1,400 clients, reaching 20,000 vessels, and positively impacting the lives of more than 1,000,000 seafarers. Join us on our journey to make a significant difference in the maritime industry.

Our portfolio includes Learning & Assessment, Fleet Management, and Crew Management, uniting seven iconic maritime brands with over a century of collective experience.

🔍 Why Join OTG's Crew?

• 
  Legacy & Innovation: A century of maritime prowess meets cutting-edge solutions.


• 
  Global Impact: Serving 1,400+ clients, 20,000 vessels, and over a million seafarers.


• 
  Inclusive Culture: United by passion, join an impact-driven crew and bask in our inclusive cultural tide.


• 
  Backed & Bold: Powered by Private Equity, we're charting a thrilling course to reshape the industry.


• 
  Growth Aboard: Sail into opportunities with our culture of continuous learning and internal progression.


• 
  Tech Meets Maritime: Dive into a vibrant atmosphere where passion for Maritime and technology merges seamlessly.

🧭 Navigating the Position:

We are seeking a passionate and proactive Customer Success Manager (CSM) to join our growing team. As a CSM, you will be responsible for ensuring our customers achieve their desired outcomes and reach value with our B2B SaaS platform. You will act as a strategic advisor, driving adoption, engagement, retention, while fostering long-term relationships. Your ability to understand customer needs, provide guidance, and collaborate cross-functionally will be key to your success in this role.

🚢 Your Voyage Ahead:


Customer Onboarding & Implementation

• Guide new customers through a structured onboarding process, ensuring a seamless implementation of our platform


• Develop tailored onboarding plans based on customer objectives and use cases


• Conduct training sessions to ensure customers understand key features and best practices


• Partner with internal teams (e.g., Sales, Product, Support) to ensure a smooth handoff from sales to post-sale engagement

Customer Relationship Management & Value Delivery

• Serve as the primary point of contact for assigned accounts, developing strong, trusted relationships


• Regularly engage with customers through check-ins, business reviews, and strategy sessions


• Understand customer goals and proactively provide recommendations to maximize value from our platform


• Advocate for customer needs internally, collaborating with Product and Engineering to influence product roadmap and improvements

Retention & Growth

• Drive product adoption and engagement through proactive customer education and outreach


• Identify opportunities for upselling and expansion based on customer needs and usage trends


• Develop and execute success plans that align with customers' business objectives and drive long-term value


• Monitor health scores and risk signals, implementing action plans to mitigate churn


• Drive end-to-end activities to secure customer renewals

Issue Resolution & Advocacy

• Act as a customer advocate, coordinate and communicate issue to the cross-functional teams responsible for solving


• Manage escalations effectively, balancing customer needs with company priorities


• Collect and analyze customer feedback to drive continuous improvement in our products and services


• Represent customers in internal meetings to ensure their voices are heard and their needs are prioritized

Success Metrics

• 
  Customer Retention: Maintain and improve customer retention, working with the aligned Account Manager to ensure high renewal rates


• 
  Product Adoption & Engagement: Increase usage and feature adoption through proactive customer engagement


• 
  Customer Health Scores: Monitor and improve customer satisfaction and health indicators


• 
  Expansion & Upsell Revenue: Surface upsell and cross-sell opportunities and work with the Account Manager to capitalize on expansion opportunities


• 
  Customer Satisfaction and Loyalty: Ensure positive customer experiences, reflected in high NPS and CSAT scores.

🚢 Recommended to Bring on Board:

• Minimum of 3 years of experience in Maritime Industry
  


• Minimum of 3 years of experience in Customer Success, Account Management, or a related role in a B2B SaaS environment


• Greece/EMEA region experience


• Strong communication and interpersonal skills, with the ability to build trusted relationships


• Proven ability to manage customer relationships and drive measurable business outcomes


• Experience with customer success tools (e.g., Gainsight, ChurnZero, Totango) and CRM platforms (e.g., Salesforce, HubSpot)


• Analytical mindset with the ability to interpret data and make data-driven recommendations


• Passion for technology and a customer-centric approach

🛳️Navigating Life with OTG: Unveil a Treasure Trove of Benefits

• A highly competitive salary


• A discretionary annual performance bonus


• Statutory benefits including enhanced Private Medical Insurance


• A "remote first" working environment where we fully support remote working


• Internal mobility options - we post all vacancies on our internal job board and encourage all Oceaneers to make their next move within OTG


• A culture of continuous development and growth