Customer Success Manager

Job Description At ZeroNorth, we are at the forefront of transforming the shipping industry through digital innovation. Our solutions go beyond optimising business operations, they are designed to lead the industry in sustainability by significantly reducing CO2 emissions. Our core mission of making global trade greener drives everything we do. Your contributions will play a crucial role in reducing emissions, aligning commercial success with sustainability, and delivering benefits for both profitability and the environment. ZeroNorth is powered by a diverse team of 550+ professionals with more than 38 nationalities, operating out of global hubs including Copenhagen (our headquarters), Athens, Chennai, Mumbai, Singapore, Sofia, and Tokyo. We are leading the industry's green transition, enabling our partners to leverage data for actionable decarbonisation efforts. Customer Success Manager at ZeroNorth At ZeroNorth, we combine innovation with purpose, driving real change in the maritime industry through our SaaS solutions. Working with us means having the opportunity to directly impact global sustainability while helping our customers succeed. We're looking for an experienced shipping professional, someone who knows life onboard or ashore, and is now ready to help global customers succeed through tech. This role is ideal for someone based in India (Mumbai or Chennai) who wants to pivot from ship or shore-based operations into a strategic, high-growth SaaS role. If you have experience in maritime commercial operations, chartering, vessel performance or bunker operations, and enjoy working with customers, solving problems, and driving technology adoption, this is your opportunity to grow into a strategic role. You will be the trusted advisor to our customers, ensuring they achieve measurable business value. You will work cross-functionally with sales, product, and development teams while maintaining strong relationships with C-level stakeholders. Key responsibilities: - Run strategic customer meetings like Steerco, QBRs and business performance reviews, virtually and on-site. - Own and grow customer relationships, engaging both technical and senior commercial stakeholders. - Collaborate internally with Product, Tech, and Data teams to ensure customer needs are met. - Track adoption and performance metrics, proactively addressing gaps. - Identify upsell opportunities and work with Sales to expand relationships. - Deliver training sessions and enablement workshops tailored to operational and technical users. - Bring customer feedback to product teams to help evolve our solutions. - Work as part of a global CSM team and report to the Regional Leads for Customer Success. Your profile: - Maritime industry experience (preferred: commercial operations, vessel operations, bunker operations & maritime SaaS). - Strong understanding of customer relationship management and ability to engage with C-level executives. - Experience in project management methodologies, helping structure processes for smooth execution. - Strong problem-solving and analytical skills, with the ability to translate complex data into strategic customer actions. - Comfortable working in a fast-paced, dynamic environment that values high performance. - Excellent verbal and written communication skills, able to simplify complex topics for diverse audiences. - Passion for leveraging AI-powered solutions and automation to enhance efficiency and improve decision-making. About ZeroNorth At ZeroNorth, we aim to make global trade sustainable by steering the maritime industry toward zero emissions. Using advanced technology and trusted data, our platform delivers real-time insights to optimize operations and align commercial success with environmental impact. We partner with customers on their journey toward sustainability, solving complex challenges and empowering informed decisions that benefit both the planet and their bottom line. Our culture thrives on growth, inclusion, and collaboration. We value honesty, trust, and the unique contributions of every team member, driving meaningful change together. Let's make global trade green.