Own post-sale customer lifecycle from onboarding to renewal. Drive product adoption, define success criteria, run business reviews, monitor health scores, mitigate churn, manage escalations, and support upsell in partnership with Account Management.
🚢 Discover OneOcean:
OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group.
Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions.
At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.
🔍 Why Join OneOcean Crew?
- Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
- Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
- Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.
🧭 Navigating the position: Customer Success Manager
The Customer Success Manager is responsible for owning the post-sale customer lifecycle, ensuring customers achieve measurable value from onboarding through renewal and expansion. The role focuses on adoption, value realization, customer health, and retention readiness, working in close partnership with Account Management for commercial outcomes.
Key Responsibilities:
Onboarding & Activation
- Own customer onboarding from handover to go-live
- Define success criteria and customer objectives
- Ensure structured enablement and onboarding plans
- Validate early adoption and engagement
- Working with Professional Services in supporting and delivering the scope of the customer needs
Adoption & Value Realisation
- Develop customer success plans aligned to outcomes
- Drive product adoption through training and engagement
- Track usage and value delivery milestones
- Run regular business and operational reviews
Customer Health & Retention
- Monitor health scores and risk indicators
- Identify and mitigate churn risks proactively
- Ensure customers are renewal-ready through value demonstration
- Coordinate issue resolution and escalations
Relationship Management
- Act as primary post-sale contact
- Build multi-level stakeholder relationships
- Lead executive business reviews
- Advocate customer needs internally
Growth & Expansion Support
- Identify upsell and cross-sell opportunities
- Partner with Account Managers on expansion strategy
- Provide data and insights to support commercial discussions
Skills, Knowledge, and Experience Required:
- Experience in Customer Success or B2B SaaS
- Strong stakeholder and relationship management skills
- Experience driving product adoption and engagement
- Analytical mindset with ability to interpret usage data
- Experience with CRM and CS tools (Salesforce, Gainsight etc.)
About
OneOcean is transforming the future of maritime intelligence. Born from the integration of LR OneOcean and Ocean Technologies Group, we unite decades of maritime expertise with cutting-edge digital innovation under one powerful brand. Our comprehensive portfolio spansLearning, Fleet Operations, Compliance, Voyage Planning, and Performance Management— trusted by thousands of maritime professionals worldwide. By connecting ship and shore, people and data, we help organisations operate more safely, efficiently, and sustainably through real-time intelligence and predictive insights. We are part of Lloyd’s Register (LR) a global leader in marine and offshore engineering, technology, and digital solutions. With over260 years of trust, integrity, and leadership at sea, LR supports more than30,000 vessels worldwide. Together, OneOcean and LR combine the agility of innovation with the strength of a world-renowned institution, driving digital transformation and shaping a more connected, sustainable maritime industry.
Similar Jobs
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Manage the full customer lifecycle for mid-market SaaS accounts, including implementation, adoption, success planning, renewals, forecasting, and expansion. Partner with engineering leaders and executive stakeholders to align DX solutions with business goals, drive high-value use cases, and integrate platform insights into workflows. Track account metrics, identify renewal risks, lead strategic customer discussions, and collaborate cross-functionally to improve customer outcomes.
Top Skills:
AtlassianDx PlatformSaaS
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Manage enterprise customer relationships to drive adoption, expansion, and value realization across Atlassian products. Develop Success Plans, run QBRs, mitigate churn, collaborate with account teams, and provide customer feedback to internal teams to support product and business outcomes.
Top Skills:
AIBi ToolsConfluenceGainsightJIRASaaSSalesforceTableau
Artificial Intelligence • Big Data • Cloud • Information Technology • Machine Learning • Software
Manage a portfolio (up to ~20) of enterprise customers across Europe, driving adoption via Nexthink's DEX methodology. Own success plans, value tracking, executive business reviews, renewals and expansion. Serve as trusted advisor to CIO-level stakeholders, run DEX workshops, escalate risks, collaborate with Sales/Product/Support, and keep CRM updated to ensure retention and growth.
Top Skills:
CRMDexDexopsItilItsmNexthinkSaaS
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
