Customer Success Manager (Enterprise)

Company Overview

RightShip is the world's biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. We bring together years of industry expertise with analytics and large data sets to deliver safety and environmental scoring systems, recommendations and consultancy services. Using leading data and technology, we aim to set new benchmarks in environmental protection and support global initiatives that create win win outcomes for business and the environment.

What We Offer

We provide a rewarding workplace where you contribute to making ships safer for crew and cargo. Our base salary is competitive, we support employee wellbeing and provide a Healthy Living Allowance. An annual incentive scheme is offered, and professional development opportunities help your career grow.

What Makes RightShip a Great Place to Work

RightShip is an equal opportunity employer and champions diversity. Our teams include individuals from diverse geographies, cultures, religions, ethnicities, genders, sexual orientations, abilities and generations. Diversity strengthens us as a company.

Job Overview

Reporting to the Head of Customer Success, the Customer Success Manager, Enterprise (CSM, Ent) manages a portfolio of customer accounts and drives customer value realization, engagement and retention across the RightShip product suite. The role focuses on enterprise and mid market customers requiring high touch, dedicated service, and partners closely with Sales, Product and Support teams to ensure strong adoption, proactive engagement and timely contract renewals.

Major Responsibilities Customer Onboarding and Implementation

• Act as the primary point of contact for assigned customers during onboarding and implementation across the RightShip suite.
• Coordinate onboarding activities including account enablement, configuration, training and early adoption support.
• Guide customers through key product capabilities and align their objectives with the value delivered.
• Ensure a smooth transition from Sales to Customer Success by supporting handover of new accounts and confirming customer goals.

Customer Engagement and Value Realization

• Manage an assigned portfolio, maintaining regular engagement to ensure customers derive value.
• Develop strong relationships with customer stakeholders to understand operational needs and priorities.
• Monitor usage, engagement and satisfaction to identify opportunities for improved adoption.
• Proactively identify risks, blockers or issues affecting success and work with internal teams to resolve them.
• Act as the voice of the customer by collecting feedback and sharing insights with Product, Sales and other teams.

Customer Retention & Account Health

• Support retention and renewal targets by ensuring customers realize measurable value.
• Maintain visibility of contract timelines and collaborate with Sales for timely renewals.
• Identify and elevate potential retention risks.
• Track key success indicators across accounts.

Customer Support & Issue Management

• Serve as the first point of contact for queries, usage questions and service requests.
• Coordinate with Product, Platform Support and other teams to resolve issues efficiently.
• Maintain clear communication throughout issue resolution.
• Support delivery of service levels and response standards.

Commercial Collaboration

• Identify opportunities for additional value through product adoption or expanded usage.
• Collaborate with Sales to support discussions on upgrades, renewals or new solutions.
• Provide insights from ongoing engagement to support commercial conversations and account planning.

Qualifications, Skills & Attributes

• Bachelor's degree in Business, Maritime Studies, Marketing or related discipline.
• 6-8+ years' experience in customer success, account management, customer experience or client relationships.
• Experience with SaaS platforms, digital products or maritime industry solutions is desirable.
• Strong ability to build customer relationships and understand operational needs.
• Ability to communicate product value and translate technical capabilities into practical outcomes.
• Excellent organizational skills and ability to manage multiple relationships simultaneously.
• Effective collaboration across cross functional teams.

Equal Opportunity Statement

RightShip is an Equal Opportunity Employer and values diversity, enables access and promotes inclusion in our workplace. You must have the right to live and work in this location to apply for this job.