Customer Success Manager - Singapore

About Windward

• Windward is the top Maritime AI™ company, offering a decision support platform that speeds up global trade.
• Our platform gives stakeholders the power to make real-time, predictive, intelligence-driven decisions with useful visibility and maritime knowledge.

About the Role

• We are looking for a highly motivated and customer-focused Customer Success Manager (CSM) to join our Singapore-based team.
• In this role, you will manage key relationships with governmental and enterprise customers across the APAC region, acting as the main contact for your customers.
• Your goal will be to make sure customers succeed through adoption, satisfaction, and measurable business value, while finding chances to support growth and expansion.
• You will work closely with teams across departments, including Product, R&D, Sales, and Professional Services, to give an outstanding customer experience.

Key Responsibilities

• Serve as the main point of contact for assigned customers, managing all parts of the relationship, including technical issues, adoption, renewals, and growth chances.
• Make sure customers get the most value from the platform by encouraging use, adoption, and recommended approaches through custom setup, training, and feature introductions.
• Actively manage customer feeling, spot risks, and work with internal teams to make sure service quality meets or goes beyond Service Level Agreement (SLA) expectations.
• Act as the voice of the customer internally, giving useful feedback to influence product improvements and plan priorities.
• Partner with the Sales team to support upsell and cross-sell chances and help drive business growth.
• Stay current on new features and capabilities, making sure customers are effectively trained and informed.
• Manage and prioritize multiple customer involvements and strategic projects at the same time.

Requirements

• 2 to 3 years of experience in Customer Success or Account Management, preferably in a SaaS company.
• Proven experience working with government customers—this is a must.
• Proven experience giving training sessions and presentations to varied and senior-level audiences.
• Exceptional communication and people skills, with the ability to connect with both users and executives.
• Strong project management skills and the ability to handle multiple priorities in a fast-paced setting.
• Self-starter with strong analytical, problem-solving, and organizational skills.

Preferred Qualifications (Nice to Have)

• Familiarity with the Maritime Domain and/or Intelligence Operational Analysis (including OSINT/VISINT/SIGINT) is an advantage.
• Experience with Customer Success tools (for example, CS platforms, Salesforce, helpdesk systems, training tools).
• Experience working with B2G customers, with an understanding of commercial and procurement processes, is an advantage.
• Willingness to travel up to 30% of the time across the APAC region, as needed.

Benefits

• At Windward, you will join a mission-driven company shaping the future of global maritime intelligence.
• You will be part of a collaborative and innovative environment that values impact, growth, and authenticity.

Category

Customer Service