Customer Success Manager (Maritime IT / Satcom) # Bishan

Customer Success Manager (Maritime IT / Satcom)
JOB TITLE:

CUSTOMER SUCCESS MANAGER (MARITIME IT / SATCOM)

Department:

Customer Success

Location:

Jalan Pemimpim-Bishan/Marymount

Employment Type:

Full-Time

Experience:

5–10 years

JOB SUMMARY
We are looking for an experienced and customer-focused

Customer Success Manager (CSM)

to join our Customer Success team.

The Customer Success Manager will be responsible for building and maintaining strong relationships with customers, ensuring successful onboarding and service delivery, monitoring customer satisfaction and service performance, managing escalations, and identifying opportunities for service expansion.

The successful candidate will work closely with

Sales, Projects, Technical Support, Managed IT, Product and Engineering teams

to deliver an excellent customer experience.

KEY RESPONSIBILITIES
Customer Relationship Management

Act as the primary point of contact and customer advocate.

Build strong relationships with vessel owners, fleet managers, IT managers and technical superintendents.

Conduct regular customer engagement meetings.

Understand customer business objectives and operational requirements.

Maintain strong relationships with key enterprise accounts.

Customer Onboarding

Coordinate customer onboarding following project completion.

Ensure smooth handover from Sales and Project teams.

Introduce customers to support and service processes.

Conduct onboarding sessions.

Ensure customer documentation is complete and up to date.

Customer Health & Service Monitoring

Monitor service utilisation, network uptime, fleet status and product adoption.

Track open support tickets and SLA performance.

Monitor customer feedback, renewals and overall customer health.

Identify potential customer risks and proactively address issues before escalation.

Escalation Management

Take ownership of customer escalations.

Coordinate with Technical Support, Managed IT and Product teams to resolve issues.

Keep customers informed throughout the resolution process.

Coordinate Root Cause Analysis (RCA) reviews.

Follow up on preventive and corrective actions.

Customer Success Reviews

Conduct regular and Quarterly Business Reviews (QBRs).

Present ticket and incident analysis, SLA performance and service availability.

Review internet usage trends and fleet health.

Provide security and technology recommendations.

Identify service improvement opportunities.

Customer Advocacy

Gather customer feedback and communicate insights to Product Management and Engineering teams.

Identify product improvement opportunities, feature requests and service enhancement requirements.

Monitor customer pain points and relevant market trends.

Upselling & Cross-Selling

Identify opportunities for customers to adopt additional services, including:

Maritime Managed IT

Cybersecurity

Firewall solutions

Backup and Disaster Recovery

Endpoint Security

Cloud Backup

Starlink / OneWeb

Network Monitoring

SOC Services

Vessel IT Health Checks

Generate qualified leads and opportunities for the Sales team.

Reporting

Prepare monthly customer reports covering:

Customer Health Score

Ticket Summary

SLA Compliance

Fleet Availability

Incident Trends

Customer Satisfaction (CSAT)

Renewal Status

Risks and Mitigation Plans

Work closely with the Support team and present reports to customers.

REQUIREMENTS

Bachelor’s Degree in

Information Technology, Computer Science, Electronics, Telecommunications or a related field .

Minimum

5–10 years of experience

in Customer Success, Account Management or Technical Account Management.

Experience with

Maritime IT, Satellite Communications, Managed IT Services or related industries

is highly preferred.

Experience managing enterprise, fleet or large-scale customers.

Strong customer relationship and stakeholder management skills.

Excellent communication, presentation, negotiation and conflict-resolution skills.

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

Ability to work independently and collaboratively across multiple teams.

Ability to work effectively under pressure and manage customer escalations.

TECHNICAL KNOWLEDGE
Candidates with knowledge or experience in the following areas will have an advantage:

VSAT / Satellite Communications

Starlink Maritime

OneWeb Maritime

Iridium Certus

Maritime Networking

Firewalls and VPN

SD-WAN

Microsoft 365

Windows Server

Virtualisation

Cybersecurity

NAS Storage

Backup & Disaster Recovery

Managed IT Services

Remote Monitoring & Management (RMM)

ADDITIONAL ADVANTAGES
The following certifications or experience will be an added advantage:

ITIL Foundation

PMP / PRINCE2

Microsoft certifications

Cisco certifications

Fortinet certifications

CompTIA certifications

Cybersecurity certifications

Experience with CRM / ITSM platforms such as Zoho or ServiceNow

PERSONAL ATTRIBUTES

Customer-first mindset

Strong ownership and accountability

Proactive and solution-oriented

Excellent verbal and written communication

Strong interpersonal and relationship-building skills

Organised and detail-oriented

Able to manage multiple priorities

Strong team player with cross-functional collaboration skills

Willingness to continuously learn and develop

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Tagged as: Project Management