Customer Success Team Lead

🚢 Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world. 🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance. 🔍 Why Join OneOcean Crew? Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships. Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024. Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation. 🧭 Navigating the position: Customer Success Team Lead The Customer Success Team Lead ) will play a pivotal role in ensuring our customers fully adopt their subscribed services and realise the value from them. This will naturally create satisfied customers, willing to renew YoY. Key Responsibilities: The Customer Success Lead, which includes a handful of Key Accounts managed directly as a Key Account Customer Success Manager also. (This is a “lead by example” approach). The Customer Success Lead reports to the Regional Sales Director, and they have a total of 4 individual reports. These are split between x2 Key Account Customer Success Managers, and x2 “standard” Customer Success Managers. For Key Accounts, there is a 1:1 alignment between Key Account Managers and Key Account Customer Success Managers. For our Account Managers and “standard” Customer Success Managers, this is a 2:1 ratio. (“CS 5” as shown below, is also appointed to Agents within NEUR, albeit the Agents themselves do most of the heavy lifting). Skills, Knowledge, and Experience Required: Bachelor’s degree in business, Marketing, Communications, or a related field A relevant certification in Customer Success or Account Management is a plus 3-5 years of experience in a customer success, account management, or client-facing role within a technology or SaaS environment Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers Strong problem-solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero) A data-driven approach to monitoring customer health and success metrics Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously Ability to work independently and collaboratively in a fast-paced environment Passion for customer success and a proactive mindset to deliver exceptional service.