Senior Customer Relationship Executive Account

Join Marcura as Senior Manager, Customer Success (EMEA) – A Remote-First Opportunity with Flexible Work Culture. Our mission has always been to revolutionise digital processes within the global shipping industry. 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: We are ShipServ, a forward-thinking B2B software scale-up dedicated to fostering trust within the maritime ecosystem. Our vision is to revolutionise the way shipping companies and suppliers conduct their buying and selling, leveraging transparency and innovation to optimise procurement.

As the Senior Manager, Customer Success, you will be responsible for managing and growing customer relationships across Europe, the Middle East, and Africa (EMEA). This is a strategic, customer-facing role requiring a blend of maritime domain expertise, procurement knowledge, and consultative skills to ensure our customers achieve measurable success with ShipServ’s solutions.

You’ll be the trusted advisor and advocate for your customers, driving value through proactive engagement, onboarding, training, and ongoing support. Your goal is to ensure customer satisfaction, retention, and account expansion.

You will lead a team of specialists who support customer onboarding, manage system integration projects, and provide procurement advisory services. In this role, you will collaborate closely with the Buyer Sales and Technology teams to ensure seamless delivery and customer success.

• Lead the Customer Success team to proactively manage relationships with existing buyer accounts, ensuring customer satisfaction, retention, and adoption of ShipServ’s solutions.
• Develop playbooks and best practices for account health monitoring, business reviews, and outcome tracking to ensure customers achieve measurable value.
• Analyze customer revenue and create risk/mitigation proactive plans to avoid churn.
• Utilize data insights to show value towards their procurement practices.
• 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.
• Work closely with Sales teams to understand customer needs and ensure operational processes support retention and growth.

Qualifications:

• Bachelor’s degree in supply chain or Procurement with IT skills.
• ~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.
• ~ 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.
• ~ Ability to adapt to evolving project requirements and feedback.

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.

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.

We’re proud of our progress in diversity, particularly in increasing gender representation in a traditionally male-dominated industry. Ready to make a difference in a rapidly growing, global tech company?

For more information about our journey and mission, visit our website and LinkedIn pages.