Customer Success Manager

2 hours ago

Athens, Attica, Greece Orca-AI Full time

Orca AI advances the maritime industry by providing intelligent navigation solutions that prevent collisions and save lives. We ensure safety in congested waterways and open seas by remaining committed to reducing human-caused errors through intelligent, automated vessel technology.

Our platform helps Captains and Officers on the bridge gain an accurate, real-time understanding of their surroundings and make critical operational decisions. Powered by AI and computer vision, and designed to integrate with existing onboard infrastructure, Orca AI is defining a new standard for maritime navigation.

Orca AI is looking for a highly motivated and experienced Customer Success Manager to establish trusted, long-term relationships with our customers. This role owns the full post-sale customer lifecycle, from implementation and onboarding through value realization, adoption, and expansion.

This role reports to the Director of Customer Success and is based in Athens.

Territory and Customer Scope

This position will manage customers in the Greek market and will also be the Customer Success Manager for one of Orca AI's strategic customers in Cyprus. The role requires regular travel from Athens to Cyprus for a minimum of two days per week. Travel frequency may change over time based on customer needs, project phases, and business priorities.

Responsibilities

  • Own the implementation process for new customers, including onboarding and product training, and maintain ongoing responsibility for customer health, satisfaction, retention, and growth.
  • Build and maintain strategic, trusted advisor relationships with senior customer stakeholders, including decision makers, operations leaders, technical and safety managers, and vessel leadership.
  • Drive value realization by advising customers on best practices and optimal usage of Orca AI products within their operational environment.
  • Act as the voice of the customer internally and contribute to product feedback and roadmap discussions.
  • Partner closely with Sales and Product teams to identify upsell, cross-sell, and expansion opportunities.
  • Leverage strong product knowledge to ensure customers achieve measurable outcomes and long-term value from Orca AI solutions.

Requirements

  • 3 or more years of experience in Customer Success, Account Management, or similar customer-facing roles within a B2B SaaS or enterprise technology environment.
  • Proven experience working with senior stakeholders and decision makers in complex B2B organizations.
  • Strong technical aptitude and experience working with software-based solutions in a SaaS environment. Familiarity with AI and computer vision technologies is an advantage.
  • Excellent prioritization, organizational, and process management skills, with a strong sense of ownership and accountability.
  • Native level English with excellent written and verbal communication skills.
  • Exceptional interpersonal skills and the ability to build trust across multiple customer personas.
  • Ability to thrive in a fast-paced, dynamic, and evolving environment.
  • Team-oriented mindset with strong cross-functional collaboration skills.
  • Bachelor's degree.

Nice to Have

Commercial experience, including exposure to renewals, expansions, or revenue growth initiatives.

Background or experience in the maritime industry.

Requirements
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