Customer Success Manager

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

You will help customers achieve their goals, and this is only possible by understanding the users' needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!

Key Responsibilities

• Build and nurture strong, proactive relationships with Arbitrage and Bridgeton clients.
• Deliver seamless onboarding experiences, ensuring clients are set up for success.
• Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilisation.
• Provide expert support through email, calls, and in-person meetings-becoming the go to resource for all client questions related to maritime data and workflows.
• Regularly surface insights and usage trends, identifying opportunities to better align Kpler's solutions with client objectives (e.g., arbitrage assessment, competitive analysis, risk mitigation).
• Actively collaborate with Sales to uncover expansion opportunities and support renewals through data-backed impact narratives.
• Liaise with Product and Engineering teams to translate client feedback into actionable product enhancements.
• Maintain detailed records in Salesforce, including engagement plans, success metrics, and renewal risks.

Skills and Experience

• Bachelor's degree in a relevant discipline or equivalent practical experience.
• 3+ years of experience in Customer Success or a similar client facing role.
• Proven experience managing a book of business, ideally within environments involving arbitrage tools.
• Excellent communication and client relationship building skills, with a client first, empathetic, and attentive approach.
• Strong organisational skills and self motivation, with the ability to translate client needs into clear, actionable plans.
• Technically competent and comfortable discussing data related topics with a range of stakeholders.
• Customer centric and product oriented mindset, focused on driving outcomes and delivering value.
• Familiarity with data platforms, Excel, APIs, and analytics tools to support insights and performance.
• Highly empathetic to customer needs, with a strong focus on delivering positive client experiences.
• Ambitious and driven, with a desire to be best in class.
• Naturally curious, with a proactive mindset toward identifying new opportunities and innovations.

Kpler is committed to providing a fair, inclusive and diverse work environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.