At a Glance
- Tasks: Own the customer journey, ensuring they achieve success and value from our solutions.
- Company: Join OneOcean, a leader in maritime innovation with over 260 years of legacy.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and customer satisfaction.
- Why this job: Make a global impact by supporting sustainable maritime practices and customer success.
- Qualifications: Experience in Customer Success or B2B SaaS, strong relationship management skills.
The predicted salary is between 51750 - 63250 £ per year.
Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.
Why Join OneOcean Crew?
- Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
- Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
- Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.
Navigating the position: The Customer Success Manager is responsible for owning the post-sale customer lifecycle, ensuring customers achieve measurable value from onboarding through renewal and expansion. The role focuses on adoption, value realization, customer health, and retention readiness, working in close partnership with Account Management for commercial outcomes.
Key Responsibilities:
- Onboarding & Activation: Own customer onboarding from handover to go-live, define success criteria and customer objectives, ensure structured enablement and onboarding plans, validate early adoption and engagement, working with Professional Services in supporting and delivering the scope of the customer needs.
- Adoption & Value Realisation: Develop customer success plans aligned to outcomes, drive product adoption through training and engagement, track usage and value delivery milestones, run regular business and operational reviews.
- Customer Health & Retention: Monitor health scores and risk indicators, identify and mitigate churn risks proactively, ensure customers are renewal-ready through value demonstration, coordinate issue resolution and escalations.
- Relationship Management: Act as primary post-sale contact, build multi-level stakeholder relationships, lead executive business reviews, advocate customer needs internally.
- Growth & Expansion Support: Identify upsell and cross-sell opportunities, partner with Account Managers on expansion strategy, provide data and insights to support commercial discussions.
Skills, Knowledge, and Experience Required:
- Experience in Customer Success or B2B SaaS
- Strong stakeholder and relationship management skills
- Experience driving product adoption and engagement
- Analytical mindset with ability to interpret usage data
- Experience with CRM and CS tools (Salesforce, Gainsight etc.)
Customer Success Manager employer: OneOcean Group
OneOcean is an exceptional employer, offering a unique blend of legacy and innovation within the maritime industry. Located in London, employees benefit from a collaborative work culture that fosters creativity and professional growth, while contributing to meaningful projects aimed at achieving a sustainable maritime energy transition. With a commitment to high-quality learning solutions and continuous improvement, OneOcean provides a supportive environment where your contributions can make a global impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OneOcean Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OneOcean Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OneOcean Group:Your cover letter is your chance to shine! Tell us why you want to work at OneOcean Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OneOcean Group!
How to prepare for a job interview at OneOcean Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
