Description

Position Overview: As the Director of Customer Success T&S, you will spearhead our customer success initiatives specifically focused on maritime trading and shipping enterprises globally. You will serve as the primary liaison ensuring our maritime clients fully leverage Windward's cutting-edge AI platform to maximize their strategic and operational goals. This role combines strategic leadership, deep maritime expertise, and customer relationship excellence.

Key Responsibilities:

• Develop and execute strategic customer success plans tailored specifically to maritime trading and shipping clients (e.g. oil majors, commodity traders, shipping companies, banks).
• Lead and manage a dedicated team of Customer Success Managers specialized in maritime, providing strategic oversight, coaching, and mentorship.
• Act as the escalation point and expert advisor for maritime-specific client concerns, resolving critical issues and ensuring customer satisfaction.
• Ensure comprehensive account management overseeing technical implementation, business integration, and operational support within maritime trading environments.
• Coordinate closely with R&D, Product, and Sales teams to deliver customized maritime solutions and align customer success initiatives with company objectives.
• Identify upsell and cross-sell opportunities, expanding customer engagements, increase value toward revenue expansion within maritime accounts.
• Organize and conduct specialized training, webinars, and workshops addressing T&S industry challenges and best practices for product use.
• Regularly gather, analyze, and communicate T&S client feedback internally to inform product enhancement and innovation.

Requirements

• Bachelor's degree in Business, Economics, Engineering, or a related field. Maritime Studies and a Master's degree is advantageous.
• Minimum 5 years of experience leading customer success, account management, or similar client-facing teams within the maritime trading and shipping sectors. Experience in a PE backed company or equivalent scale up is a big plus.
• Deep understanding of maritime trading and shipping, compliance, and related AI-driven solutions.
• Proven track record of successfully managing global customer relationships and achieving high levels of client satisfaction and retention.
• Experience collaborating with cross-functional teams including Product, R&D, and Sales in a global tech or SaaS environment.
• Curiosity and drive towards generative AI applications and experience on a personal , non-professional basis.
• Exceptional communication, leadership, and interpersonal skills with an ability to effectively engage stakeholders at all organizational levels.
• Familiarity with customer success management systems and business analytics tools, preferably including Salesforce.
• Fluency in English; additional languages advantageous.
• Willingness to travel internationally up to 30%.
• Analytical or intelligence background with strong analytical skills highly valued.
• Experience with AI-driven platforms and solutions specifically within maritime or related industries.