Customer Success Manager (Scale)

Hanoi1mo ago

About the role

<div class="content-intro">The Company  RightShip is the world’s biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices.  We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services.  Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling “win-win” for business and the environment.  To find out more visit RightShip.com.  What we offer  We offer a place where you know you are contributing to an organization who are constantly working to ensure ships are safe as possible so that crew and cargo are protected. We are passionate about maritime efficiency, safety and sustainability practices.  We offer generous rewards. Our base salary is competitive, we support employee wellbeing and provide our employees with a Healthy Living Allowance and our annual incentive scheme is awesome. We have some great talent who are happy to share their experience and skills to help you on your way and we are committed to professional development to make sure your career keeps growing while you’re working with us.   What makes RightShip a great place to work at: RightShip is an equal opportunity employer, and we champion diversity. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities, and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. Don’t meet every single requirement of this role? Still apply! <a href="https://www.linkedin.com/pulse/men-apply-job-when-meet-only-60-qualifications-women-100-mei-ibrahim/">Research</a> tells us that that women and underrepresented groups are less likely to apply unless they meet every single requirement.  At RightShip we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. We want to add team members who not only value RightShip standards and workplace culture, but also bring an aspect of diversity that positively contributes to our work environment. If you are excited about this role, or about our company in general, we would love to hear from you!</div>Reporting to the Head of Customer Success, the Customer Success Manager Scale (CSMS) manages a portfolio of customer accounts and is responsible for driving customer value realisation, engagement, and retention across the RightShip product suite.  The CSM, Scale will focus on the mid-market and long-tail segment of customers that are primed for nurturing and growth. The role ensures customers are successfully onboarded, supported and enabled to maximise the value of RightShip’s solutions throughout the lifecycle of their engagement. The CSM acts as a trusted partner to customers, working closely with Sales, Product, and Support teams to ensure strong implementation, adoption, proactive engagement, and timely contract renewals.  The CSM plays an important role in maintaining strong customer relationships, identifying risks to retention, and supporting growth opportunities across the customer portfolio.   RESPONSIBILITIES Customer Onboarding and Implementation <ul> <li>Act as the primary point of contact for assigned customers during onboarding and implementation across the RightShip suite of products and services. </li> <li>Coordinate onboarding activities including account enablement, configuration, training and early adoption support. </li> <li>Guide customers through key product capabilities and ensure alignment between customer objectives and the value delivered by RightShip solutions. </li> <li>Ensure a smooth transition from Sales to Customer Success by supporting the handover of new accounts and confirming customer goals and success criteria. </li> </ul> Customer Engagement and Value Realisation  <ul> <li>Manage an assigned portfolio of customer accounts, maintaining regular engagement to ensure customers derive value from RightShip’s products and services. </li> <li>Develop and maintain strong working relationships with customer stakeholders to understand their operational needs and priorities. </li> <li>Monitor customer usage, engagement and satisfaction to identify opportunities to improve adoption and overall customer outcomes. </li> <li>Proactively identify potential risks, blockers or issues affecting customer success and work with internal teams to resolve them in a timely manner. </li> <li>Act as the voice of the customer by gathering feedback and sharing insights with Product, Sales and other internal teams to improve solutions and customer experience.  </li> </ul> Customer Retention and Account Health  <ul> <li>Support the achievement of customer retention and renewal targets by ensuring customers realise measurable value from RightShip’s services. </li> <li>Maintain visibility of contract timelines and work collaboratively with Sales teams to support timely renewals. </li> <li>Identify potential retention risks within the portfolio and escalate where necessary to ensure proactive mitigation. </li> <li>Track key customer success indicators including engagement, adoption and satisfaction across assigned accounts. </li> </ul> Customer Support and Issue Management  <ul> <li>Serve as the first point of contact for customer queries, product usage questions and service requests. </li> <li>Coordinate internally with Product, Platform Support and other teams to resolve issues efficiently. </li> <li>Maintain clear communication with customers throughout issue resolution and ensure appropriate follow-up. </li> <li>Support the delivery of service levels and response standards expected by customers. </li> </ul> Commercial Collaboration  <ul> <li>Identify opportunities within the customer portfolio for additional value through product adoption, expanded usage or additional services. </li> <li>Collaborate with Sales teams to support customer discussions relating to upgrades, renewals or new solutions. </li> <li>Provide insights and context from ongoing customer engagement to support commercial conversations and account planning. </li> </ul>   QUALIFICATIONS, SKILLS & ATTRIBUTES <ul> <li><span data-ccp-parastyle="paragraph" data-ccp-parastyle-defn="{"ObjectId":"aaed607e-c2a3-5841-9fb4-41037bfa0faf|1","ClassId":1073872969,"Properties":[469777841,"Times New Roman",469777842,"Times New Roman",469777843,"Times New Roman",469777844,"Times New Roman",469769226,"Times New Roman",335559705,"2057",335551547,"3081",201342446,"1",201342447,"5",201342448,"1",201342449,"1",201341986,"1",268442635,"24",469775450,"paragraph",201340122,"2",134233614,"true",469778129,"paragraph",335572020,"1",134233118,"true",134233117,"true",469778324,"Normal"]}">Bachelor’s degree in Business, Maritime Studies, Marketing or related discipline </li> <li>6–8+ years’ experience in customer success, account management, customer experience or client relationship roles. </li> <li>Experience working with SaaS platforms, digital products or maritime industry solutions is desirable. </li> <li>Strong ability to build relationships with customers and understand their operational needs. </li> <li>Ability to communicate product value and translate technical capabilities into practical customer outcomes. </li> <li>Strong organisational skills and ability to manage multiple customer relationships simultaneously. </li> <li>Ability to collaborate effectively across cross-functional teams. </li> </ul><div class="content-conclusion">RightShip is an Equal Opportunity Employer and values diversity, enables access and promotes inclusion in our workplace. You must have the right to live and work in this location to apply for this job.</div>

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