Customer Success Manager

DeepSea is a maritime technology leader, providing a unified optimisation platform that helps shipping companies cut fuel consumption, reduce emissions, and transform vessel performance across entire fleets.

Built on the most advanced maritime AI data pool in the world, DeepSea’s platform powers everything from vessel monitoring to advanced automation - helping clients achieve measurable results with clarity, speed and scale.

We are trusted by some of the world’s most forward-thinking ship owners and operators, and our team spans Greece, the UK, Armenia, Romania, Singapore and Japan. As the shipping industry undergoes enormous change, we are at the centre of that transition - helping our customers take control, reduce risk, and build competitive advantage.

As a Customer Success Manager, you will own the end-to-end relationship and experience of a portfolio of DeepSea customers, including shipping companies and charterers, from initial trial and onboarding through ongoing adoption, value realisation and account development.

Your role is to ensure customers successfully integrate DeepSea's solutions into their operations and achieve measurable value from them. Acting as the primary link between the customer and DeepSea, you will combine customer relationship management with strong technical and project coordination capabilities.

Given the nature of our platform, this is a technically oriented Customer Success role. Our products are used by shipping company engineers, operators and vessel crews to improve vessel performance and navigation through AI-driven optimisation. You will therefore develop a strong understanding of our products, their underlying data and operational applications, allowing you to communicate effectively with both technical and commercial stakeholders and act as a trusted partner to our customers.

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  Manage a portfolio of customers throughout their journey with DeepSea, from concept deployment and onboarding through ongoing use, renewal and account development.

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  Build and maintain strong relationships with key customer stakeholders, including technical users, operational teams and decision makers.

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  Develop a deep understanding of each customer's operational setup, objectives and challenges, and ensure DeepSea's solutions are applied in a way that delivers measurable value.

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  Educate customers on DeepSea's products, capabilities and AI-driven approach to Vessel Performance and Voyage Automation, supporting effective adoption and use.

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  Lead the delivery of customer projects, managing timelines, milestones, dependencies and communication throughout implementation.

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  Coordinate Engineering, Product, Support and Installation teams where required to ensure successful delivery of agreed customer outcomes.

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  Gather and structure customer feedback, requirements and product needs, and communicate them effectively to Product and Engineering teams.

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  Monitor customer engagement and identify risks, blockers or gaps that could affect adoption, satisfaction or continued use.

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  Identify opportunities to expand product usage and account scope based on demonstrated value and evolving customer needs.

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  Experience as a Customer Success Manager/Account Manager/Customer-facing Project Manager in a B2B software solution provider

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  Engineer's degree in Marine Engineering or Naval Architecture

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  Understanding of the shipping industry and the needs and relationships between shipowners and charterers

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  Experience coordinating multi-disciplinary engineering teams and cross-organisation stakeholders to effectively deliver complex technical projects

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  Experience in a customer-facing role which involved establishing and maintaining relationships with decision makers within corporate customers, understanding their needs and influencing them to drive adoption

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  Ability to establish and maintain relationships with and co-ordinate multi-disciplinary and cross-organisation stakeholders to effectively deliver projects on time in a fast-paced, demanding and fluid environment

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  Proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities

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  High-level understanding of configuration, data & processes

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  Previous experience with shipping or the wider maritime sector is highly desirable