Customer Success Manager

About Windward:

Windward is the leading Maritime AI company, providing a powerful decision-support platform that accelerates global trade. Our technology enables maritime stakeholders to make real-time, predictive, intelligence-driven decisions with actionable visibility into the maritime domain. We support organizations across trading, shipping, energy, logistics, and government sectors to navigate risk and drive growth.

The Opportunity:

We are seeking a passionate and results-driven Customer Success Manager (CSM) to join our team, focusing on our Trading & Shipping customers. If you have a strong background in Maritime, experience working with SaaS and commercial clients, and a deep understanding of the customer lifecycle, this role is for you.

As a CSM at Windward, you will serve as the primary point of contact for key clients, ensuring their success and satisfaction with our platform. You will work closely with global enterprise accounts, fostering long-term relationships, driving product adoption, and identifying opportunities for growth.

Key Responsibilities:

• Manage client relationships at both strategic and operational levels
• Own management responsibilities including onboarding, adoption, retention, and growth
• Lead renewal negotiations and maintain low gross churn
• Serve as the maritime subject matter expert and main contact for customer needs and inquiries
• Deliver impactful training sessions and product webinars
• Promote customer feedback internally to shape product development
• Upsell and cross-sell to existing accounts, identifying new business opportunities
• Collaborate closely with Support, Sales, Product, and R&D teams