VP, Client Success

Nautilus is building artificial intelligence to advance the efficiency of ocean commerce. We deliver technology to help shipping companies minimize fuel consumption, maximize operational efficiency, and optimize fleet performance. By arming ship owners and operators with real-time predictive decision support, Nautilus is reducing greenhouse gas emissions and making global trade sustainable.

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 ship activation, onboarding/training users, managed services, monitoring client health, and identifying expansion opportunities. The team consists of a worldwide team of Client Success Managers who work with a set of named accounts, Deployment specialists who handle data integrations, and Voyage Analysts who use the tool to provide daily email recommendations to vessels to reduce fuel and GHG emissions.  Together these teams, located in Singapore, Paris, London and New York, are responsible for empowering our clients to become expert users and achieve amazing results. The Client Success team also works closely with cross-functional teams, such as Sales and Product, so support an end-to-end high value client experience.

We are looking for a VP, Client Success to develop and grow the existing team as well as manage a strategic approach to providing value and managing relationships both internally and across our client base.

Outcomes for the Role.

• Manage, inspire and lead a growing and global team of Client Success Managers, Deployment and Maintenance specialists, and Managed Services Voyage Analysts while remaining within budget and focused on team efficiencies
• Define and monitor client health, deployment status and voyage optimization savings through reporting that can be shared both internally (Teams, Execs) and externally (Board, Clients) with the support of Client Success Team Leads
• Connect with and support our global client base, based primarily in EMEA and APAC, and our 20+-person Success team, based in US, UK, France, India, and Singapore
• Focus on client value and ARR growth for the business, and prioritize between different clients with these key metrics in mind
• Partner cross-functionally with product, marketing, and sales to provide feedback on client value and outcomes, product features, pricing and positioning.
• Understand the shifting needs and goals of the overall company and client success function, proactively seeking out ways to align and execute with urgency
• Driving change management in an old line industry that produces lower carbon outcomes
• Act as an industry advocate to drive decarbonization through market and workflow transformation within our clients

Proficiencies.

• 8+ years’ Client Success or Professional Services leadership experience in a scaling startup (B2B SaaS strongly preferred) with at least 4+ years people management experience
• Passion for solving client problems and constantly identifying areas for improvement and opportunities for addressing the root causes of churn
• Experience managing client relationships at the executive level
• Ability to balance near-term revenue goals with long-term client value
• Analytical thinker who can define the KPIs and processes to quickly identify client issues or areas of opportunity, upsell
• Excellent written and verbal communication skills
• A track record of managing, motivating, and mentoring high-achieving teams
• Interest in or strong aptitude to learn about the intricacies of fleet optimization and ship fuel consumption
• Strong international experience, managing a global team across time zones
• Bonus: Experience with the shipping industry

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.

Location: New York or London with travel 20-50% of the time.

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.