Customer Success Team Lead

• 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.

Key Responsibilities:

• The Customer Success Lead, which includes a handful of Key Accounts managed directly as a Key Account Customer Success Manager also. (This is a “lead by example” approach).
• The Customer Success Lead reports to the Regional Sales Director, and they have a total of 4 individual reports. These are split between x2 Key Account Customer Success Managers, and x2 “standard” Customer Success Managers.
• For Key Accounts, there is a 1:1 alignment between Key Account Managers and Key Account Customer Success Managers.
• For our Account Managers and “standard” Customer Success Managers, this is a 2:1 ratio. (“CS 5” as shown below, is also appointed to Agents within NEUR, albeit the Agents themselves do most of the heavy lifting).

Skills, Knowledge, and Experience Required:

• 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.

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.