Build strong client relationships while driving usage and value of our digital logbook platform

Job Summary

NAVTOR is a world-leading software development company dedicated to creating innovative solutions tailored for the maritime industry. With a commitment to excellence and a focus on cutting-edge technology, NAVTOR has established itself as a trusted partner serving the global maritime industry. The company boasts a strong market share, which it has achieved through its unwavering dedication to high-quality e-Navigation solutions.

We are seeking a capable Customer Success Manager to join our team, fostering strong relationships with clients, driving user adoption, and helping customers achieve measurable value from our products and services. The successful candidate will be primarily responsible for ensuring the success and satisfaction of customers using NAVTOR's Digital Logbook solutions.

Core Accountabilities:

• Own the end-to-end customer lifecycle for NAVTOR Digital Logbooks, from pre-onboarding alignment through onboarding, adoption, steady-state usage, and expansion.

• Lead and coordinate Digital Logbooks onboarding, including customer readiness checks, documentation alignment, vessel-specific model readiness, and go-live planning.

• Partner closely with Sales during handover and post-sales phases to ensure commercial alignment, scope clarity, and smooth transition into Customer Success ownership.

• Conduct regular operational check-ins, performance reviews, and business reviews to monitor adoption, data quality, compliance alignment, and customer value realization.

• Serve as the central coordination point between customers and internal teams, ensuring issues, changes, and feedback are routed to the right stakeholders at the right time.

• Work closely with Product and Operations teams to support logbook configuration, change requests, and continuous improvement based on customer usage and feedback.

• Collaborate with Support teams to ensure incidents, questions, and escalations are managed efficiently, while maintaining customer communication and accountability.

• Act as the voice of the customer, consolidating structured feedback, recurring themes, and operational insights to inform product enhancements and roadmap discussions.

• Guide customers on best practices for Digital Logbooks usage, including alignment with regulatory expectations and onboard operational workflows.

• Identify and support expansion, upsell, and cross-sell opportunities, ensuring value-driven discussions aligned with customer maturity and readiness.

Role Requirements:

• Bachelor’s degree in Maritime Studies, Engineering, Business Administration, or related fields is a plus

• Previous experience in customer success, account management, or a similar role, ideally within the maritime or technology industry is a plus

• Familiarity with maritime fleet management, performance optimization tools, or similar digital solutions

• Strong analytical skills with the ability to interpret complex data and provide actionable insights

• Excellent interpersonal and communication skills.

• Strong problem-solving ability with a customer-first mindset

• Highly organized and proactive, with the ability to manage multiple accounts and priorities

• Knowledge of the APAC maritime market is a plus

• Willingness to travel occasionally for client meetings, training, and industry events

Personal Qualities

• Excellent communication and stakeholder management skills, with the ability to operate confidently across customers and cross-functional internal teams.

• Strong customer-first mindset, balanced with structured execution and accountability.

• Highly organized, proactive, and self-driven, with the ability to manage multiple customers, vessels, and priorities in parallel.

• Comfortable operating in a matrixed environment, clarifying ownership, dependencies, and handoffs across teams.

• Open to leveraging AI and digital tools to improve efficiency, insight generation, documentation, and customer engagement.

Additional Requirements

• Willingness to travel occasionally for customer meetings, onboarding support, training, and industry events.

• Interest in staying aligned with regulatory updates, operational best practices, and digital transformation trends in the maritime industry.

What We Offer

• A collaborative and international environment focused on building scalable, compliant, and high-impact maritime digital solutions.

• Meaningful ownership and responsibility, with clear accountability and influence across customer outcomes and product evolution.

• Opportunities for professional development and growth, supported by training, mentorship, and exposure to complex global customers.

• Competitive benefits aligned with local standards, supporting well-being and work-life balance.