Customer Success Manager
About this role
As a Customer Success Manager (CSM) focused on maritime clients, your mission is to ensure our shipping, trading, and logistics clients extract maximum value from Kpler’s maritime intelligence solutions. You'll act as their trusted advisor and advocate—bridging their operational needs with the best of what Kpler offers. Expect a dynamic environment, deep industry learning, and the opportunity to build meaningful client partnerships
\nKey Responsibilities- Build and nurture strong, proactive relationships with maritime clients including shipowners, charterers, brokers, and traders.
- Deliver seamless onboarding experiences, ensuring clients are set up for success with our vessel tracking tools, port analytic and fleet monitoring.
- Identify, assess, and flag internally customer risks to ensure successful adoption and retention.
- Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilization.
- Provide expert support through email, calls, and in-person meetings—becoming the go-to resource for all client questions related to maritime data and workflows.
- Regularly surface insights and usage trends, identifying opportunities to better align Kpler’s solutions with client objectives (e.g., voyage planning, competitive analysis, risk mitigation).
- Actively collaborate with Sales to uncover expansion opportunities and support renewals through data-backed impact narratives.
- Liaise with Product and Engineering teams to translate maritime client feedback into actionable product enhancements.
- Contribute to support documentation, workflow guides, and maritime-focused success playbooks.
- Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks.
- 2+ years of experience in Customer Success, Account Management, or a client-facing role—within maritime, shipping analytics, or commodities data services.
- Strong understanding of maritime workflows, industry stakeholders, and vessel tracking data.
- Proven track record managing diverse accounts with varying levels of complexity and technical engagement.
- Excellent communication and relationship-building skills—empathetic, attentive, and client-first.
- Organised and self-motivated, with a knack for translating client needs into actionable plans.
- Familiarity with data platforms, Excel, APIs, and maritime analytics tools.
- Experience with CRM systems like Salesforce is a strong plus.
- Enthusiastic about client success and excited by the opportunity to work in a fast-paced, global environment.
Company at a glance
Kpler is a leading subscription-based data and analytics platform, providing intelligence tools for trade to help businesses trade smarter.
With real-time insights across 40+ markets—including liquids, gas, dry bulk, freight, and power—Kpler enables traders, analysts, and shipping professionals to make informed decisions, optimise operations, and seize new opportunities in global trade.
Since revolutionising the LNG market with the first cargo-tracking solution in 2014, Kpler has expanded to deliver comprehensive intelligence on commodity flows and vessel movements worldwide.
MarineTraffic, a Kpler brand, is the world’s leading provider of ship tracking and maritime intelligence, further empowering the maritime industry with greater visibility and efficiency.
Kpler simplifies complex data, helping businesses navigate global trade with confidence.
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