Director of Client Success Management

About Nautilus.

Nautilus Labs is advancing the efficiency of ocean commerce through artificial intelligence. With hubs in New York, Singapore, Paris, and London the firm is trusted by clients across the globe to help make better, real-time decisions that ultimately unlock transformative outcomes—at sea and on shore. By partnering with Nautilus, ocean shipping leaders can maximize returns for every vessel and voyage while driving cross-team collaboration, greater transparency, and stronger accountability for their companies, shareholders, and the planet we all share. 

Ocean shipping consumes over $100 billion dollars of fuel every year, and up to 30% of it can be saved. For owner-operators, reliance on manually collected and analyzed data makes it difficult to optimize fleet performance in real-time. By providing a unified data platform that leverages machine learning, Nautilus helps its clients make better decisions to maximize the return on each ship and every voyage. For our clients, this means they drive closer collaboration, greater transparency, and stronger accountability across their global teams every day.

About you.

Client Success owns the client relationship post-sales. The team’s goal is to maximize client value with every interaction including pre-sales support, ship activation, onboarding/training users, uncovering valuable data insights, monitoring client health, identifying upsell opportunities and obtaining public-facing client testimonials. The team consists of Client Success Managers who work with a set of named accounts, Deployment specialists who handle ship integrations, and industry specialists who use the tool to derive insights to help customers optimize their fleets. Together these teams are responsible for empowering our clients to become expert users and achieving amazing results.

We are looking for a technically-minded and client-oriented Director of Client Success Management. This role would start as a player-coach who can manage existing clients, while implementing process improvements and tools to streamline our management of clients moving forward. Client Success Managers play a huge part in the company’s overall success, and we are excited to bring in someone who has experience managing and scaling a CSM team.

This position can be based in New York, Paris or London, and the CSM team includes hubs in Singapore as well. Collaboration with the rest of the Client Success organization is critical for the success of this role; as such, flexibility with working hours will be required in order to have meetings with these different time zones.

Outcomes for the Role.

• Build, structure, and mentor the worldwide team of Client Success Managers
• Define KPIs and metrics to ensure the team’s success, as well as processes and tools that should be put in place to achieve the team goals
• Work cross-functionally with the Product, Sales, and other Client Success teams to quantify product value generation for clients
• Ensure engagement throughout our end-user base through client onboarding, training, and regular check-ins 
• Inform and guide the product team on feature prioritization for maximum client/prospect value generation / develop voice of the client programs internally
• Build strong relationships to ensure client advocacy of our product and services
• Manage individual accounts by ensuing client onboarding, training, ongoing engagement, touchpoints and executive business reviews.

Proficiencies.

• 4+ years of management experience, managing a Client Success team in a SaaS company
• Experience managing an international team
• Track record of success implementing and improving processes over time
• Experience engaging with C-level executives (internal and external)
• Capacity to quickly grasp new technical concepts, combined with excellent analytical financial modeling and quantitative assessment skills
• Empathetic, positive attitude - excited to contribute to a positive team culture
• Excellent written and verbal communication skills in English
• Ability to partner cross-functionally, across time zones while providing timely updates to internal stakeholders
• Strong organizational skills with the ability to prioritize and meet client-driven deadlines
• Self-motivated and resourceful, ready to learn new skills along the way
• Bonus if you have shipping operations experience!

Our core values.

Get ready to join a group of diverse, smart, talented, and driven individuals. We are looking for people who are motivated by environmentalism and a future where shipping is sustainable and safe. A team member joining Nautilus is...

• We’re THOUGHTFUL, with a bias towards action.
• We’re an INCLUSIVE crew, and we are not passengers along for the ride.
• We’re DIRECT and we ask the tough questions.
• We EMPATHIZE with humanity.

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If you’re the right candidate, we want to hear from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.