Customer Success Manager - Europe

We are looking for an experienced and data-oriented Customer Success Manager to establish trusted, long-term relationships with one of our most strategic customers. This role owns the full post-sale customer lifecycle, from implementation and onboarding through value realization, adoption, engagement, and expansion. This role reports to the Director of Customer Success and will manage one of Orca AI’s strategic customers in Europe.

About Orca AI: Shipping accounts for over 90% of global trade, yet the industry remains decades behind in digitization and automation. Operating safely and efficiently in congested ports and high-traffic sea lanes is becoming increasingly challenging. Orca AI is transforming maritime operations through real-time AI and computer vision, delivering next-generation situational awareness and decision-making. Our platform connects onboard crews with shoreside teams, improving navigational safety, reducing human error, and supporting decarbonization through performance optimization. Founded in 2018, Orca AI is a fast-growing scale-up in an incredibly strong position. We recently raised $73M in a Series B round (May 2025) and have over 1,100 systems deployed to industry giants like MSC, Seaspan, and NYK. What sets us apart is our data - over 100 million nautical miles of proprietary data, making it the largest maritime AI dataset in the world. As we scale rapidly, we are looking for passionate individuals to join us in defining the future of the maritime world.

Responsibilities:

• Own and grow strategic, long-term customer relationships, serving as the primary partner responsible for customer engagement, satisfaction, retention, and renewal success.
• Build trusted advisor relationships with customer stakeholders across both vessel and shore-side operations, including decision makers, fleet managers, technical teams, and safety leadership.
• Develop a deep understanding of customers’ operational realities, priorities, pain points, and success criteria, and translate these into clear engagement and value plans.
• Take a data-driven approach to customer success by analyzing product usage, operational performance, and KPIs to identify risks and opportunities.
• Partner with customers to deliver actionable insights and recommendations through data reports, dashboards, and performance reviews, driving measurable outcomes and long-term value realization.
• Lead change management efforts to support successful adoption across onboard and office teams, ensuring Orca AI solutions become embedded in daily workflows.
• Drive value realization by advising customers on best practices and optimal usage of Orca AI products, including FleetView and broader fleet operations.
• Act as the voice of the customer internally, contributing feedback, insights, and customer needs into product discussions and roadmap prioritization.
• Partner with Sales and Product teams to identify expansion opportunities, including upsell, cross-sell, and broader fleet rollouts.
• Support implementation and onboarding for new customers as needed.

Requirements:

• 3 or more years of experience in Customer Success, Account Management, or similar customer-facing roles within a B2B SaaS or enterprise technology environment.
• Strong analytical and data-oriented mindset - must have experience using data, analyzing trends, connecting data with business needs, measuring outcomes, and driving adoption and retention.
• Experience working with reporting tools, dashboards, and performance metrics, and translating data into clear insights for customer and internal stakeholders (e.g., usage trends, operational KPIs).
• Proven experience working with senior stakeholders and decision makers in complex B2B organizations.
• Strong technical aptitude and experience working with software-based solutions.
• Familiarity with AI and computer vision technologies is an advantage.
• Excellent prioritization, organizational, and process management skills, with a strong sense of ownership and accountability.
• Native level English with excellent written and verbal communication skills.
• Exceptional interpersonal skills and the ability to build trust across multiple customer personas.
• Ability to thrive in a fast-paced, dynamic, and evolving environment.
• Bachelor’s degree.

Nice to Have:

• Hands-on experience performing data analysis (e.g., Excel/Google Sheets, SQL, BI tools) and creating customer-facing reporting.
• Background or experience in the maritime industry.
• Commercial experience, including exposure to renewals, expansions, or revenue growth initiatives.

Why Orca AI?

Our Culture and Benefits:

We are a global team of 130 professionals driven by a shared mission to lead the transition to autonomous shipping. At Orca AI, we combine cutting-edge technology with a human-centric approach to redefine the maritime industry. We believe in:

• Innovation & Data-Driven Intelligence: We are passionate about solving complex problems for the first time in a "greenfield" industry. By leveraging data and intelligence, we create smarter, more efficient solutions that drive lasting change.
• Global Impact & Reliability: Our mission is to use technology to make the oceans safer and the world more efficient. We are dedicated to providing our customers with a reliable service they can count on to protect their most valuable assets.
• Customer Centricity & Agility: Our customers are at the heart of everything we do. We embrace agility as an essential part of our workflow, enabling us to respond effectively to changing market conditions and provide the best possible service.
• Global Collaboration: Diversity is our strength. We operate across Japan, Singapore, and Greece, supported by a diverse remote team spanning Europe and Asia, fostering a truly international perspective on maritime challenges.
• High-Energy Environment & Balance: We foster a vibrant, high-energy work culture. In our Tel Aviv office, we enjoy a dog-friendly environment and maintain a unique work-life balance, working 4 days a week from the office to stay connected and inspired.

Orca AI is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.