Customer Success Manager

About us

DeepSea is a maritime technology leader, providing a unified optimisation platform that helps shipping companies cut fuel consumption, reduce emissions, and transform vessel performance across entire fleets.

Built on the most advanced maritime AI data pool in the world, DeepSea’s platform powers everything from vessel monitoring to advanced automation - helping clients achieve measurable results with clarity, speed and scale.

We are trusted by some of the world’s most forward-thinking ship owners and operators, and our team spans Greece, the UK, Armenia, Romania, Singapore and Japan. As the shipping industry undergoes enormous change, we are at the centre of that transition - helping our customers take control, reduce risk, and build competitive advantage.

About the position

As a Customer Success Manager, you will own the end-to-end relationship and experience of a portfolio of DeepSea customers, including shipping companies and charterers, from initial trial and onboarding through ongoing adoption, value realisation and account development.

Your role is to ensure customers successfully integrate DeepSea's solutions into their operations and achieve measurable value from them. Acting as the primary link between the customer and DeepSea, you will combine customer relationship management with strong technical and project coordination capabilities.

Given the nature of our platform, this is a technically oriented Customer Success role. Our products are used by shipping company engineers, operators and vessel crews to improve vessel performance and navigation through AI-driven optimisation. You will therefore develop a strong understanding of our products, their underlying data and operational applications, allowing you to communicate effectively with both technical and commercial stakeholders and act as a trusted partner to our customers.

Main responsibilities

• Manage a portfolio of customers throughout their journey with DeepSea, from concept deployment and onboarding through ongoing use, renewal and account development.
• Build and maintain strong relationships with key customer stakeholders, including technical users, operational teams and decision makers.
• Develop a deep understanding of each customer's operational setup, objectives and challenges, and ensure DeepSea's solutions are applied in a way that delivers measurable value.
• Educate customers on DeepSea's products, capabilities and AI-driven approach to Vessel Performance and Voyage Automation, supporting effective adoption and use.
• Lead the delivery of customer projects, managing timelines, milestones, dependencies and communication throughout implementation.
• Coordinate Engineering, Product, Support and Installation teams where required to ensure successful delivery of agreed customer outcomes.
• Gather and structure customer feedback, requirements and product needs, and communicate them effectively to Product and Engineering teams.
• Monitor customer engagement and identify risks, blockers or gaps that could affect adoption, satisfaction or continued use.
• Identify opportunities to expand product usage and account scope based on demonstrated value and evolving customer needs.

Requirements

• Experience as a Customer Success Manager/Account Manager/Customer-facing Project Manager in a B2B software solution provider
• Engineer's degree in Marine Engineering, Naval Architecture, Mechanical Engineering or related field
• Understanding of the shipping industry and the needs and relationships between shipowners and charterers
• Experience coordinating multi-disciplinary engineering teams and cross-organisation stakeholders to effectively deliver complex technical projects
• Experience in a customer-facing role which involved establishing and maintaining relationships with decision makers within corporate customers, understanding their needs and influencing them to drive adoption
• Ability to establish and maintain relationships with and co-ordinate multi-disciplinary and cross-organisation stakeholders to effectively deliver projects on time in a fast-paced, demanding and fluid environment
• Proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities
• High-level understanding of configuration, data & processes
• Previous experience with shipping or the wider maritime sector is highly desirable

What we offer

You will be part of a dynamic team focused on delivering results and continuous improvement while disrupting the industry, and will also receive:

• Competitive remuneration package: Skill & experience-based salary and eligibility for additional employee benefits.
• Health Package: Private health insurance coverage and mental health - therapist benefit
• Paid leaves: emergency and medical leaves.
• Learning and Development Package: Access to courses platform and eligibility for seminars, conferences and workshops
• Remote Flexibility: Great office space in the heart of Athens with hybrid option.

At DeepSea, we are looking for people who share our values and are aligned with our mission. It is important to us to ensure that no-one who is eager and capable of contributing constructively to our team is excluded because of ethnic or social origin, gender or sexuality, age or family status, disability or medical conditions etc. Diversity is well-proven to be a vital characteristic of teams that succeed, so we do everything we can to make our environment welcoming and safe for everyone.

Data Privacy

The company ensures that the personal data of candidates is handled with care and in compliance with GDPR regulations. Your personal data will be stored securely and only for the duration necessary under the law. If the recruitment process is unsuccessful, your data will be retained for 5 (five) years to consider you for future opportunities. After this period, your data will be deleted or destroyed. In case you do not wish for the company to keep your CV and personal data, please send an e-mail to dpo@deepsea.ai.