CUSTOMER SUCCESS MANAGER (MARITIME IT / SATCOM) # BISHAN
4000 - 8000 SGDGOAL SETTERZ BUSINESS SOLUTIONS PTE. LTD.
Customer Success Manager (Maritime IT / Satcom)
JOB TITLE: CUSTOMER SUCCESS MANAGER (MARITIME IT / SATCOM)
Department: Customer Success
Location: Jalan Pemimpim-Bishan/Marymount
Employment Type: Full-Time
Experience: 5–10 years
JOB SUMMARY
We are looking for an experienced and customer-focused Customer Success Manager (CSM) to join our Customer Success team.
The Customer Success Manager will be responsible for building and maintaining strong relationships with customers, ensuring successful onboarding and service delivery, monitoring customer satisfaction and service performance, managing escalations, and identifying opportunities for service expansion.
The successful candidate will work closely with Sales, Projects, Technical Support, Managed IT, Product and Engineering teams to deliver an excellent customer experience.
KEY RESPONSIBILITIES
Customer Relationship Management
Act as the primary point of contact and customer advocate.
Build strong relationships with vessel owners, fleet managers, IT managers and technical superintendents.
Conduct regular customer engagement meetings.
Understand customer business objectives and operational requirements.
Maintain strong relationships with key enterprise accounts.
Customer Onboarding
Coordinate customer onboarding following project completion.
Ensure smooth handover from Sales and Project teams.
Introduce customers to support and service processes.
Conduct onboarding sessions.
Ensure customer documentation is complete and up to date.
Customer Health & Service Monitoring
Monitor service utilisation, network uptime, fleet status and product adoption.
Track open support tickets and SLA performance.
Monitor customer feedback, renewals and overall customer health.
Identify potential customer risks and proactively address issues before escalation.
Escalation Management
Take ownership of customer escalations.
Coordinate with Technical Support, Managed IT and Product teams to resolve issues.
Keep customers informed throughout the resolution process.
Coordinate Root Cause Analysis (RCA) reviews.
Follow up on preventive and corrective actions.
Customer Success Reviews
Conduct regular and Quarterly Business Reviews (QBRs).
Present ticket and incident analysis, SLA performance and service availability.
Review internet usage trends and fleet health.
Provide security and technology recommendations.
Identify service improvement opportunities.
Customer Advocacy
Gather customer feedback and communicate insights to Product Management and Engineering teams.
Identify product improvement opportunities, feature requests and service enhancement requirements.
Monitor customer pain points and relevant market trends.
Upselling & Cross-Selling
Identify opportunities for customers to adopt additional services, including:
Maritime Managed IT
Cybersecurity
Firewall solutions
Backup and Disaster Recovery
Endpoint Security
Cloud Backup
Starlink / OneWeb
Network Monitoring
SOC Services
Vessel IT Health Checks
Generate qualified leads and opportunities for the Sales team.
Reporting
Prepare monthly customer reports covering:
Customer Health Score
Ticket Summary
SLA Compliance
Fleet Availability
Incident Trends
Customer Satisfaction (CSAT)
Renewal Status
Risks and Mitigation Plans
Work closely with the Support team and present reports to customers.
REQUIREMENTS
Bachelor's Degree in Information Technology, Computer Science, Electronics, Telecommunications or a related field .
Minimum 5–10 years of experience in Customer Success, Account Management or Technical Account Management.
Experience with Maritime IT, Satellite Communications, Managed IT Services or related industries is highly preferred.
Experience managing enterprise, fleet or large-scale customers.
Strong customer relationship and stakeholder management skills.
Excellent communication, presentation, negotiation and conflict-resolution skills.
Strong problem-solving ability with a customer-first mindset.
Ability to work independently and collaboratively across multiple teams.
Ability to work effectively under pressure and manage customer escalations.
TECHNICAL KNOWLEDGE
Candidates with knowledge or experience in the following areas will have an advantage:
VSAT / Satellite Communications
Starlink Maritime
OneWeb Maritime
Iridium Certus
Maritime Networking
Firewalls and VPN
SD-WAN
Microsoft 365
Windows Server
Virtualisation
Cybersecurity
NAS Storage
Backup & Disaster Recovery
Managed IT Services
Remote Monitoring & Management (RMM)
ADDITIONAL ADVANTAGES
The following certifications or experience will be an added advantage:
ITIL Foundation
PMP / PRINCE2
Microsoft certifications
Cisco certifications
Fortinet certifications
CompTIA certifications
Cybersecurity certifications
Experience with CRM / ITSM platforms such as Zoho or ServiceNow
PERSONAL ATTRIBUTES
Customer-first mindset
Strong ownership and accountability
Proactive and solution-oriented
Excellent verbal and written communication
Strong interpersonal and relationship-building skills
Organised and detail-oriented
Able to manage multiple priorities
Strong team player with cross-functional collaboration skills
Willingness to continuously learn and develop
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