Customer Success Manager

Department: Revenue

Employment Type: Permanent

Location: India

Reporting To: Stephane Baranzelli

Description

🚢 Discover OTG:

Ocean Technologies Group (OTG) is a leading provider of maritime software solutions. Our foundation is rooted in historic and iconic maritime brands with over 100 years of collective experience, including Seagull, Videotel, Marlins, MTS, Tero Marine, and COMPAS. These brands were founded on the principle of delivering advanced performance through superior technology.

At OTG, we're more than a company; we're a collective of maritime enthusiasts, tech innovators, and visionaries. With a century-long legacy, we have been guiding the industry toward safety and operational excellence. From fleet management to unparalleled learning resources, OTG is shaping the future of maritime solutions and forming strategic alliances with global organizations.

🎯 Our Mission

Our mission is clear: to provide comprehensive software and training solutions to diverse organizations in the global maritime sector. Recognizing the maritime industry's global significance, our goal is to empower its professionals by equipping them with the skills and tools to maximize their potential, optimize ship performance, and ensure the safe and efficient operation of marine assets.

To date, we have built a strong network, serving over 1,400 clients, reaching 20,000 vessels, and positively impacting the lives of more than 1,000,000 seafarers. Join us on our journey to make a significant difference in the maritime industry.

Our portfolio includes Learning & Assessment, Fleet Management, and Crew Management, uniting seven iconic maritime brands with over a century of collective experience.

🔍 Why Join OTG’s Crew?

• Legacy & Innovation: A century of maritime prowess meets cutting-edge solutions.
• Global Impact: Serving 1,400+ clients, 20,000 vessels, and over a million seafarers.
• Inclusive Culture: United by passion, join an impact-driven crew and bask in our inclusive cultural tide.
• Backed & Bold: Powered by Private Equity, we're charting a thrilling course to reshape the industry.
• Growth Aboard: Sail into opportunities with our culture of continuous learning and internal progression.
• Tech Meets Maritime: Dive into a vibrant atmosphere where passion for Maritime and technology merges seamlessly.
  
  

🧭 Navigating The Position

The Customer Success Manager (CSM) is responsible for ensuring customer satisfaction, retention, and expansion. Acting as a trusted advisor, the CSM will drive adoption, maximize customer value, and proactively manage the customer lifecycle to foster long-term partnerships.

🚢 Your Voyage Ahead

Customer Onboarding & Implementation

• Lead customer onboarding by ensuring a smooth transition post-sale.
• Oversee solution integration, deployment, and user training to maximize adoption.
• Collaborate with internal teams to score deployment success and customer acceptance.
  
  

Customer Relationship Management & Value Delivery

• Work closely with customers to understand KPIs, business impacts, and ROI expectations.
• Develop and execute customer success plans tailored to their goals.
• Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
• Measure and analyze customer impact, adoption, and satisfaction.
  
  

Retention & Growth

• Drive adoption strategies to maximize the value customers receive.
• Lead renewal discussions and negotiations to ensure continued business.
• Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
• Support CPI (Customer Performance Index) presentations and negotiations.
  
  

Issue Resolution & Advocacy

• Act as the primary escalation point for customer issues and concerns.
• Coordinate with Support, Professional Services, and Sales to resolve challenges.
• Gather customer insights to influence product roadmap and service improvements.
  
  

Success Metrics

• Customer retention & renewal rates.
• Increase in adoption & customer satisfaction (NPS, CSAT, etc.).
• Revenue expansion through upsells and cross-sells.
• Reduction in customer escalations and churn.
  
  

🚢 Recommended To Bring On Board

• Bachelor’s degree in business, Marketing, Communications, or a related field
• A relevant certification in Customer Success or Account Management is a plus
• 3-5 years of experience in a customer success, account management, or client-facing role within a technology or SaaS environment
• Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers
• Strong problem-solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company
• Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero)
• A data-driven approach to monitoring customer health and success metrics
• Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously
• Ability to work independently and collaboratively in a fast-paced environment
• Passion for customer success and a proactive mindset to deliver exceptional service.
  
  

🛳️Navigating Life with OTG: Unveil a Treasure Trove of Benefits

• A highly competitive salary
• A discretionary annual performance bonus
• Statutory benefits including enhanced Private Medical Insurance
• A “remote first” working environment where we fully support remote working
• Internal mobility options - we post all vacancies on our internal job board and encourage all Oceaneers to make their next move within OTG
• A culture of continuous development and growth