Customer Success Manager (Fixed Term Contract)
Department: Product
Employment Type: Fixed Term Contract
Location: UK – London
Description
OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions.
At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
Our Mission: In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.
Navigating the position
The Customer Success Manager (CSM) is responsible for ensuring customer satisfaction, retention, and expansion. Acting as a trusted advisor, the CSM will drive adoption, maximize customer value, and proactively manage the customer lifecycle to foster long-term partnerships.
Key Responsibilities
Customer Onboarding & Implementation
- Lead customer onboarding by ensuring a smooth transition post-sale.
- Oversee solution integration, deployment, and user training to maximize adoption.
- Collaborate with internal teams to score deployment success and customer acceptance.
Customer Relationship Management & Value Delivery
- Work closely with customers to understand KPIs, business impacts, and ROI expectations.
- Develop and execute customer success plans tailored to their goals.
- Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
- Measure and analyze customer impact, adoption, and satisfaction.
Retention & Growth
- Drive adoption strategies to maximize the value customers receive.
- Lead renewal discussions and negotiations to ensure continued business.
- Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
- Support CPI (Customer Performance Index) presentations and negotiations.
Issue Resolution & Advocacy
- Act as the primary escalation point for customer issues and concerns.
- Coordinate with Support, Professional Services, and Sales to resolve challenges.
- Gather customer insights to influence product roadmap and service improvements.
Success Metrics
- Customer retention & renewal rates.
- Increase in adoption & customer satisfaction (NPS, CSAT, etc.).
- Revenue expansion through upsells and cross-sells.
- Reduction in customer escalations and churn.
Skills, Knowledge and Expertise
- 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.
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