Oversee a team of Customer Success Managers, ensuring effective performance management, managing renewals, and representing customer feedback to influence internal decisions.
At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.
Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.
You will oversee the global team of Customer Success Managers serving Kpler’s highest-value accounts, taking a hands-on approach to coaching, strategy, and execution. Your leadership will directly influence customer outcomes through your team and ensure our exceptional renewal performance continues. It’s a role for someone who thrives in the details, the strategy, and the day-to-day rhythm of Customer Success.
Key Responsibilities
- Manage and support a team of Customer Success Managers, providing coaching, development, and day-to-day leadership.
- Grow and retain key members of the team through effective performance management and career development.
- Hire new CSMs for the team as needed to support business growth.
- Manage the renewal pipeline, including forecasting renewal risk and driving mitigation strategies.
- Serve as the point of escalation for complex renewals or strategic customer relationships.
- Ensure the team’s book of business is consistently in an expansion-ready state.
- Represent and amplify the voice of the customer to internal stakeholders, influencing product and operational decisions.
Skills and Experience
- 1+ years of leadership experience managing a Customer Success team.
- Knowledge and Experience in the Maritime industry.
- Proven ability to lead and support a distributed team across diverse cultures and regions.
- Demonstrated experience growing, developing, and coaching senior-level CSMs.
- Excellent people management skills, with a track record of motivating and retaining high-performing team members.
- Strong capability in data analysis and identifying trends within customer health or usage data.
- Technical competence and confidence when discussing data-oriented topics with customers and internal teams.
- Highly customer-centric and product-oriented, focused on driving measurable customer outcomes.
- Empathetic communicator who understands both customer needs and employee perspectives.
- Ambitious and high-performing, striving to achieve exceptional results.
- Curious and forward-thinking, consistently seeking new ideas, opportunities, and improvements.
- A hands-on leader who actively engages with customers and the team—this is not a passive or “wait and see” role.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happen
We act decisively and with purpose, going the extra mile.
We build
together
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
By applying, I confirm that I have read and accept the Staff Privacy Notice
Top Skills
Data Analysis
Kpler London, England Office
London, United Kingdom
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