About The Position

As the VP Customer Success at [Employer hidden — sign up to reveal], you will be the primary architect of the customer journey for a global portfolio of hundreds of enterprise accounts. You will lead a Customer Success organization focusing on both Commercial customers and Public Sector intelligence agencies to derive maximum value from [Employer hidden — sign up to reveal]'s Maritime AI platform. You will sit at the intersection of commercial growth and operational excellence, managing a complex landscape of diverse business lines across the US, EU, UK, and International markets.

Core Responsibilities

• 1. Strategic Leadership & Portfolio Management
  • Segmented Strategy: Oversee a diverse portfolio of 300+ enterprise customers, developing bespoke success strategies for two distinct pillars: Commercial (Energy majors, bunkering, commodity traders, and ship owners) and Government (Coast guards, Law Enforcement Agencies, Customs, and Intelligence organizations).
  • Revenue Accountability: Drive Customer satisfaction, Gross Retention Rate (GRR) and Net Retention Rate (NRR). Identify and act upon expansion opportunities (upsell/cross-sell) in partnership with the Sales team.
  • Global Scale: Manage and scale localized teams across various time zones to provide seamless support for international markets.
• 2. Complex Implementations & Product Adoption
  • Operational Excellence: Oversee complex, large-scale implementations that involve integrating [Employer hidden — sign up to reveal]'s AI into existing customer workflows and technical ecosystems.
  • Value Realization: Define and track "Success Outcomes" for customers, ensuring that maritime intelligence translates into actionable insights for risk management, compliance, and national security.
  • Feedback Loop: Serve as the "Voice of the Customer" to the Product and Engineering teams, ensuring the roadmap reflects the evolving needs of both commercial and government sectors.
• 3. Executive Relationship Management
  • Trusted Advisor: Act as an executive sponsor for "Tier 1" accounts, building relationships with C-suite executives in the private sector and high-ranking officials in the public sector.
  • Crisis Management: Navigate high-stakes maritime or geopolitical events where customers rely on [Employer hidden — sign up to reveal] for real-time intelligence and support.

Requirements

• Leadership: 10+ years in a senior leadership role (VP or similar) within Customer Success, Account Management, or Professional Services.
• Multi-Business Line Leadership: Proven track record of managing both Commercial (SaaS/Enterprise) and Government (Public Sector/Defense) business lines simultaneously.
• Maritime Domain Expertise: Deep understanding of the maritime ecosystem (shipping, trade and security) is a huge advantage. You must speak the language of data & insights, sanctions compliance, and maritime risk.
• Scale: Experience managing a portfolio of hundreds of Enterprise customers with a structured approach to high-touch vs. tech-touch engagement.
• Global Exposure: Significant experience operating across US, EU and UK and international markets, with an understanding of the differing regulatory and business landscapes.
• Implementation Depth: Expertise in managing long-cycle, complex technical implementations involving AI, Data and API integrations.