Description

Location: Blackfriars, London

Work Model: Hybrid (3 days in-office)

About Windward:

Windward is the leading Maritime AI™ company, providing a powerful decision-support platform that accelerates global trade. Our technology enables maritime stakeholders to make real-time, predictive, intelligence-driven decisions with actionable visibility into the maritime domain. We support organizations across trading, shipping, energy, logistics, and government sectors to navigate risk and drive growth.

The Opportunity:

We are seeking a passionate and results-driven Customer Success Manager (CSM) to join our team in London, focusing on our Trading & Shipping customers. If you have a strong background in Maritime, experience working with SaaS and commercial clients, and a deep understanding of the customer lifecycle, this role is for you.

As a CSM at Windward, you will serve as the primary point of contact for key clients, ensuring their success and satisfaction with our platform. You will work closely with global enterprise accounts, fostering long-term relationships, driving product adoption, and identifying opportunities for growth.

Key Responsibilities:

• Manage client relationships at both strategic and operational levels
• Own management responsibilities including onboarding, adoption, retention, and growth
• Lead renewal negotiations and maintain low gross churn
• Serve as the maritime subject matter expert and main contact for customer needs and inquiries
• Deliver impactful training sessions and product webinars
• Promote customer feedback internally to shape product development
• Upsell and cross-sell to existing accounts, identifying new business opportunities
• Collaborate closely with Support, Sales, Product, and R&D teams to ensure a seamless customer journey

Requirements

• 4+ years of experience in Customer Success or Account Management
• Background in the maritime domain or trading & shipping industry
• Experience with SaaS platforms and global enterprise clients
• Strong commercial acumen and experience with contract negotiations
• Proven ability to work cross-functionally with product and technical teams
• Willingness to travel globally (approx. 30%)
• Excellent interpersonal and communication skills, from end-users to C-level executives
• Familiarity with tools such as Salesforce, helpdesk systems, and customer training platforms
• Fluency in English; additional languages are an advantage

Why Windward? At Windward, you’ll be part of a mission-driven company shaping the future of maritime intelligence. You’ll have the opportunity to work with cutting-edge AI technologies, collaborate with a brilliant and passionate team, and make a real impact on the global trade ecosystem.

Join us in transforming how the world understands and manages maritime risk.