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- Tasks: Lead customer success for a global portfolio, ensuring maximum value from our Maritime AI platform.
- Company: Join Windward, a leader in maritime intelligence with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Shape the future of maritime intelligence while working with top-tier clients and government agencies.
- Qualifications: 10+ years in senior leadership, experience in both commercial and government sectors, maritime expertise preferred.
- Other info: Be part of a global team making a real impact in maritime security and compliance.
The predicted salary is between 72000 - 108000 £ per year.
As the VP Customer Success at Windward, you will be the primary architect of the customer journey for a global portfolio of hundreds of enterprise accounts. You will lead a Customer Success organization focusing on both Commercial customers and Public Sector intelligence agencies to derive maximum value from Windward’s Maritime AI platform. You will sit at the intersection of commercial growth and operational excellence, managing a complex landscape of diverse business lines across the US, EU, UK, and International markets.
Core Responsibilities
- Strategic Leadership & Portfolio Management
- Segmented Strategy: Oversee a diverse portfolio of 300+ enterprise customers, developing bespoke success strategies for two distinct pillars:
- Commercial: Energy majors, bunkering, commodity traders, and ship owners.
- Government: Coast guards, Law Enforcement Agencies (LEA), Customs, and Intelligence organizations.
- Revenue Accountability: Primary Drive Customer satisfaction, Gross Retention Rate (GRR) and Net Retention Rate (NRR). Identify and act upon expansion opportunities (upsell/cross-sell) in partnership with the Sales team.
- Global Scale: Manage and scale localized teams across various time zones to provide seamless support for international markets.
- Operational Excellence: Oversee complex, large-scale implementations that involve integrating Windward’s AI into existing customer workflows and technical ecosystems.
- Value Realization: Define and track "Success Outcomes" for customers, ensuring that maritime intelligence translates into actionable insights for risk management, compliance, and national security.
- Feedback Loop: Serve as the "Voice of the Customer" to the Product and Engineering teams, ensuring the roadmap reflects the evolving needs of both commercial and government sectors.
- Trusted Advisor: Act as an executive sponsor for "Tier 1" accounts, building relationships with C-suite executives in the private sector and high-ranking officials in the public sector.
- Crisis Management: Navigate high-stakes maritime or geopolitical events where customers rely on Windward for real-time intelligence and support.
Required Experience & Qualifications
- Leadership: 10+ years in a senior leadership role (VP or similar) within Customer Success, Account Management, or Professional Services.
- Multi-Business Line Leadership: Proven track record of managing both Commercial (SaaS/Enterprise) and Government (Public Sector/Defense) business lines simultaneously.
- Maritime Domain Expertise: Deep understanding of the maritime ecosystem (shipping, trade and security) is a huge advantage. You must speak the language of data & insights, sanctions compliance, and maritime risk.
- Scale: Experience managing a portfolio of hundreds of Enterprise customers with a structured approach to high-touch vs. tech-touch engagement.
- Global Exposure: Significant experience operating across US, EU and UK and international markets, with an understanding of the differing regulatory and business landscapes.
- Implementation Depth: Expertise in managing long-cycle, complex technical implementations involving AI, Data and API integrations.
VP Customer Success UK in Slough employer: Windward
Contact Detail:
Windward Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VP Customer Success UK in Slough
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, culture, and recent news. We want you to walk in feeling confident and ready to discuss how your experience aligns with their goals.
✨Tip Number 3
Showcase your expertise during interviews by sharing specific examples of your past successes. We love hearing about how you've driven customer satisfaction or managed complex projects—make it relatable to the role!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email reiterating your interest can keep you top of mind. We believe this small gesture can make a big difference in the hiring process.
We think you need these skills to ace VP Customer Success UK in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the VP Customer Success role. Highlight your experience in managing diverse portfolios and your understanding of both commercial and government sectors. We want to see how you can bring value to our team!
Showcase Your Leadership Skills: Since this role is all about strategic leadership, don’t hold back on sharing examples of how you've successfully led teams and driven customer satisfaction in previous roles. We love seeing real-life stories that demonstrate your impact!
Highlight Relevant Experience: If you’ve got experience in the maritime sector or have worked with enterprise customers, make sure to emphasise that! We’re looking for someone who speaks the language of data and insights, so let us know how you fit the bill.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Windward
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics like Gross Retention Rate (GRR) and Net Retention Rate (NRR). Be ready to discuss how you've driven these metrics in your previous roles, especially in managing enterprise accounts.
✨Showcase Your Strategic Leadership Skills
Prepare examples of how you've developed bespoke success strategies for diverse customer portfolios. Highlight your experience in both commercial and public sector environments, as this role requires a nuanced understanding of both.
✨Demonstrate Your Maritime Expertise
Brush up on your knowledge of the maritime ecosystem, including shipping, trade, and security. Be prepared to discuss how you can translate maritime intelligence into actionable insights for customers, showcasing your domain expertise.
✨Build Relationships with C-Suite Executives
Think about your past experiences in building relationships with high-ranking officials and executives. Prepare to share specific instances where you've acted as a trusted advisor, especially during high-stakes situations.