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- Tasks: Lead customer success initiatives and manage relationships across EMEA.
- Company: Marcura is a pioneering tech company transforming the maritime industry with innovative solutions.
- Benefits: Enjoy a flexible, remote-first culture, competitive salary, and wellness support.
- Why this job: Join a diverse team making a real-world impact in a rapidly growing sector.
- Qualifications: Bachelor's degree in supply chain or procurement; 5+ years in maritime industry preferred.
- Other info: Be part of a supportive culture focused on inclusion and professional growth.
The predicted salary is between 60000 - 84000 £ per year.
Join Marcura as Senior Manager, Customer Success (EMEA) – A Remote-First Opportunity with Flexible Work Culture.
About Us: Marcura was founded 23 years ago by two visionary entrepreneurs. Our mission has always been to revolutionize digital processes within the global shipping industry. We achieve this by putting our customers first and creating innovative solutions that make a real-world impact. Our team is diverse, dynamic, and dedicated to driving forward a more efficient, tech-enabled future in maritime. With over 650 customers across 53 countries, an energetic team of 980+ members worldwide, and ambitious growth targets for 2025, we’re poised for continued success.
About the Role: Senior Manager, Customer Success (EMEA)
Your Day-to-Day Will Involve:
- Managing and growing customer relationships across Europe, the Middle East, and Africa (EMEA).
- Driving value through proactive engagement, onboarding, training, and ongoing support.
- Leading a team of specialists who support customer onboarding, manage system integration projects, and provide procurement advisory services.
- Collaborating closely with the Buyer Sales and Technology teams to ensure seamless delivery and customer success.
Account Management:
- Lead the Customer Success team to proactively manage relationships with existing buyer accounts, ensuring customer satisfaction, retention, and adoption of ShipServ’s solutions.
- Drive expansion opportunities by identifying customer needs and collaborating with Sales to deliver relevant solutions and product upgrades.
- Develop playbooks and best practices for account health monitoring, business reviews, and outcome tracking to ensure customers achieve measurable value.
- Foster close collaboration with Sales and Product teams to translate customer insights into actionable improvements across the platform.
- Analyze customer revenue and create risk/mitigation proactive plans to avoid churn.
Procurement Advisory:
- Provide strategic procurement advisory to customers to implement the best practices.
- Utilize data insights to show value towards their procurement practices.
Buyer Onboarding:
- Provide strategic oversight of the Buyer Onboarding team, ensuring a smooth and timely implementation process that accelerates time-to-value for new customers.
- Support the team in developing scalable onboarding frameworks and customer engagement practices that drive satisfaction and early adoption.
Buyer Integration:
- Oversee the Buyer Integration team as they manage seamless technical connections between customer systems and the ShipServ platform.
- Proactively monitor and address interface failures to maintain high customer satisfaction.
Team Coordination:
- Establish and maintain effective communication with teams in Manila and Europe.
- Work closely with Sales teams to understand customer needs and ensure operational processes support retention and growth.
- Contribute to ShipServ’s strategic direction and decision-making as part of the Senior Leadership Team.
Qualifications We’re Looking For:
- Bachelor’s degree in supply chain or Procurement with IT skills.
- 5+ years of experience in maritime industry managing procurement teams and processes is highly desirable.
- 2+ years of experience in a Customer Success, Account Management, or Consulting role — preferably in B2B SaaS.
- Strong understanding of procurement process, category management and supplier management skills preferably within maritime industry.
- Proven track record of client or external facing roles with the ability to build long-term relationships with customers/suppliers.
- Proven experience in a consultative role, with the ability to diagnose customer challenges, design tailored solutions and deliver strategic recommendations that drive business value.
- Strategic mindset with the ability to leverage data to inform decisions, define priorities, and establish clear Objectives and Key Results (OKRs) for the team.
- Experience with CRM and customer success tools (e.g., Salesforce, Gainsight) is a plus.
- Willingness to travel occasionally to meet clients or attend events in the EMEA region.
- Excellent communication skills with the ability to articulate design decisions and rationale.
- Ability to adapt to evolving project requirements and feedback.
Why Marcura? Here’s What We Offer:
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Flexible, Remote-First Culture: Work remotely with occasional in-office events and project days to foster collaboration and team spirit.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Monthly Performance Support: Our modern performance management framework empowers you to reach your full potential.
- Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.
Ready to make a difference in a rapidly growing, global tech company? Apply today and let’s chart the course forward, together.
Head of Customer Success (EMEA) (London Area) employer: Placed
Contact Detail:
Placed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success (EMEA) (London Area)
✨Tip Number 1
Familiarise yourself with the maritime industry and procurement processes. Understanding the specific challenges and trends in this sector will help you engage more effectively during interviews and demonstrate your expertise.
✨Tip Number 2
Network with professionals in the maritime and customer success fields. Attend industry events or webinars to connect with potential colleagues and gain insights into what makes a successful Customer Success Manager in this space.
✨Tip Number 3
Prepare to discuss your experience with CRM and customer success tools, as well as your approach to account management. Be ready to share specific examples of how you've driven customer satisfaction and retention in previous roles.
✨Tip Number 4
Research Marcura's products and services thoroughly. Understanding their offerings will allow you to tailor your discussions around how you can contribute to their mission and drive customer success effectively.
We think you need these skills to ace Head of Customer Success (EMEA) (London Area)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, and the maritime industry. Use keywords from the job description to demonstrate that you meet the qualifications they are looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the maritime sector. Mention specific achievements that align with the responsibilities of the role, such as managing customer relationships or driving account expansion.
Showcase Your Consultative Skills: In your application, emphasise your ability to diagnose customer challenges and design tailored solutions. Provide examples of how you've successfully advised clients in previous roles, particularly in a B2B SaaS context.
Highlight Team Leadership Experience: If you have experience leading teams, make sure to include this in your application. Discuss how you've managed customer success teams or collaborated with sales and product teams to drive customer satisfaction and retention.
How to prepare for a job interview at Placed
✨Understand the Maritime Industry
Familiarise yourself with the maritime sector and its procurement processes. Being able to discuss industry trends and challenges will demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Customer Success Experience
Prepare examples from your previous roles where you've successfully managed customer relationships, driven satisfaction, and expanded accounts. Highlight specific metrics or outcomes to illustrate your impact.
✨Demonstrate Strategic Thinking
Be ready to discuss how you would leverage data to inform decisions and set clear objectives for the team. This role requires a strategic mindset, so showcasing your ability to think critically about customer needs is essential.
✨Prepare Questions for the Interviewers
Have insightful questions ready to ask about the company's culture, growth plans, and how they measure success in the Customer Success team. This shows your enthusiasm for the role and helps you assess if it's the right fit for you.
