Job description
Position Title : Customer Success Manager (CSM) Department: Customer Success Reports To: Global Head of Maritime Managed IT & Customer Success Location: India (Regional) Position Summary The Customer Success Manager (CSM) is responsible for ensuring that customers achieve maximum value from Station Satcom's products and services.
The CSM serves as the primary point of contact after project delivery, building long-term customer relationships, improving customer satisfaction, reducing churn, and identifying opportunities for service expansion. The role acts as the bridge between customers, Sales, Technical Support, Managed IT, and Product teams to ensure a seamless customer experience.
Key Responsibilities
Customer Relationship Management
- Serve as the primary 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 challenges.
- Maintain executive-level relationships with key accounts. Customer Onboarding
- Coordinate customer onboarding after project completion.
- Ensure successful handover from Sales and Projects.
- Introduce customers to Station Satcom support processes.
- Conduct onboarding sessions for new customers.
- Verify all customer documentation is complete. Customer Health Monitoring Monitor customer health including:
- Service utilization
- Open support tickets
- SLA performance
- Network uptime
- Fleet status
- Product adoption
- Customer feedback
- Service renewals
- Identify risks before they become escalations. Escalation Management
- Own customer escalations.
- Coordinate internally with: o Technical Support o Managed IT o Product Team
- Keep customers updated until resolution.
- Conduct Root Cause Analysis (RCA) reviews.
- Ensure preventive actions are implemented. Customer Success Reviews Conduct Quarterly Business Reviews (QBRs) including:
- Ticket analysis (work closely with Support team)
- SLA performance (work closely with Support team)
- Internet usage trends
- Service availability
- Security recommendations
- Fleet health
- Improvement opportunities
- New technology recommendations Customer Advocacy Collect and communicate customer feedback regarding:
- Product improvements
- Service enhancements
- New feature requests
- Customer pain points
- Market trends
- Work closely with Product Management and Engineering teams. Upselling & Cross-selling Identify opportunities for customers to adopt additional Station Satcom services such as:
- Maritime Managed IT
- Cybersecurity
- Firewall solutions
- Backup services
- Endpoint Security
- Cloud Backup
- Future. Konnect
- Starlink
- One. Web
- Network monitoring
- SOC services
- Vessel IT Health Checks Generate qualified leads for the Sales team Reporting Prepare monthly customer reports including:
- Customer Health Score
- Ticket Summary
- SLA Compliance
- Fleet Availability
- Incident Trends
- Customer Satisfaction (CSAT)
- Renewal Status
- Risks and Mitigation Plans Work Closely with Support team and present the reports to customer. Customer Management
- Excellent relationship management
- Customer communication
- Stakeholder management
- Conflict resolution
- Negotiation skills
- Presentation skills Technical Knowledge Good understanding of:
- VSAT
- Starlink Maritime
- One. Web Maritime
- Iridium Certus
- Maritime Networking
- Firewalls
- VPN
- SD-WAN
- Microsoft 365
- Windows Server
- Virtualization
- Cybersecurity
- NAS Storage
- Backup & Disaster Recovery
- Managed IT Services
- Remote Monitoring & Management (RMM) Preferred Experience
- 5–10 years in Customer Success, Account Management, or Technical Account Management.
- Experience in Maritime IT, Satellite Communications, or Managed IT Services.
- Experience handling enterprise or fleet customers.
- Familiarity with CRM and ITSM platforms (e.g., Zoho, Service. Now). Educational Qualification
- Bachelor's Degree in Information Technology, Computer Science, Electronics, Telecommunications, or a related field.
- ITIL Foundation (preferred).
- PMP or PRINCE2 (advantageous).
- Microsoft, Cisco, Fortinet, CompTIA, or cybersecurity certifications are an added advantage. Personal Attributes
- Customer-first mindset
- Strong ownership and accountability
- Problem-solving attitude
- Ability to work under pressure
- Team player with cross-functional collaboration skills
- Excellent verbal and written communication
- Organized and detail-oriented
- Continuous learner with a proactive approach
- Global Head of Maritime Managed IT & Customer Success