At a Glance
- Tasks: Manage customer relationships and drive success through data analysis and insights.
- Company: Innovative maritime tech company focused on safety and operational excellence.
- Benefits: Competitive salary, travel opportunities, and a chance to make a real impact.
- Other info: Dynamic role with opportunities for growth in a fast-paced environment.
- Why this job: Join a mission-driven team transforming maritime navigation with AI technology.
- Qualifications: 3+ years in Customer Success or Account Management, strong analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
Orca AI advances the maritime industry by providing intelligent navigation solutions that prevent collisions and save lives. Our platform empowers Captains and Officers on the bridge with an accurate, real-time understanding of their surroundings, while also enabling shore-side teams to improve operational oversight, safety management, and fleet performance through FleetView, Orca AI’s office-facing platform. Powered by AI and computer vision, Orca AI is defining a new standard for maritime navigation, helping customers drive measurable outcomes both onboard and across their broader fleet operations.
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. This position will manage one of Orca AI’s strategic customers in Cyprus, as well as customers in the Greek market. If based in Athens, the role requires regular travel from Athens to Cyprus for a minimum of two days per week. Travel frequency may change over time.
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, with 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.
Required skills: Account Management, Change Management, Data Analysis, Project Management, Reporting, KPI Metrics.
Required languages: Greek, English.
Maritime CSM: Data-Driven Success & Growth Partner in London employer: Orca AI
Orca AI is an exceptional employer that champions innovation in the maritime industry, offering a dynamic work environment where employees can thrive and grow. With a strong focus on employee development, our culture promotes collaboration and data-driven decision-making, ensuring that team members are empowered to make a meaningful impact. Located in Athens with opportunities for travel to Cyprus, we provide a unique blend of professional growth and the chance to contribute to life-saving technology in a rapidly evolving sector.
StudySmarter Expert Advice🤫
We think this is how you could land Maritime CSM: Data-Driven Success & Growth Partner in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the maritime industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections we make, the better our chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your data skills! Prepare to discuss how you've used data to drive customer success in past roles. We want to hear about specific examples where your analytical mindset made a difference. This will help us stand out during interviews.
✨Tip Number 3
Research Orca AI inside out! Understand their products, especially FleetView, and think about how you can add value to their customers. When we know the company well, it shows genuine interest and helps us tailor our conversations.
✨Tip Number 4
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine our responses. Focus on articulating our experience in account management and change management clearly. The more prepared we are, the more confident we'll feel!
We think you need these skills to ace Maritime CSM: Data-Driven Success & Growth Partner in London
Some tips for your application 🫡
Show Your Data Skills:Since this role is all about being data-driven, make sure to highlight your analytical skills in your application. Share specific examples of how you've used data to drive customer success or improve processes in your previous roles.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and requirements mentioned in the job description. We want to see how you fit into our vision at Orca AI.
Highlight Relationship Building:This role is all about building long-term relationships with customers. Make sure to include examples of how you've successfully managed customer relationships in the past, especially with senior stakeholders in B2B environments.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Orca AI
✨Know Your Data
As a Customer Success Manager, you'll need to demonstrate your analytical skills. Brush up on how to interpret data and trends relevant to customer success. Be ready to discuss how you've used data in past roles to drive outcomes and improve customer satisfaction.
✨Understand the Maritime Industry
Familiarise yourself with the maritime sector and the specific challenges it faces. Research Orca AI’s solutions and think about how they can address these challenges. Showing that you understand the industry will help you build credibility with your interviewers.
✨Build Relationships
This role is all about relationship management. Prepare examples of how you've successfully built trust with stakeholders in previous positions. Think about how you can apply those experiences to establish long-term relationships with customers at Orca AI.
✨Prepare for Change Management Questions
Change management is key in this role. Be ready to discuss your experience in leading change initiatives and how you’ve helped teams adopt new technologies. Highlight any specific strategies you've used to ensure successful implementation and user engagement.
