Senior Customer Success Manager
ABOUT THE JOB
We are seeking a Senior Customer Success Manager to join our Solutions Engineering team in France. This is a relationship-intensive role managing our most strategic customer accounts — LNG carriers, tanker fleets, and bulk shipping companies who rely on our voyage optimization and vessel performance solutions.
You will serve as the trusted advisor to senior stakeholders at major shipping companies. Our customers are sophisticated operators who expect their CSM to understand their business deeply and know our products inside-out. You will advocate for their needs internally, balance competing priorities across Product and Operations teams, and set realistic expectations while ensuring customers see continuous value from our partnership.
The ideal candidate combines maritime technical expertise with strong relationship management skills. You should be comfortable engaging with Fleet Managers, Technical Directors, and C-suite executives, and capable of navigating multi-stakeholder environments where expectations are high.
YOUR KEY RESPOSIBILITIES
- Own end-to-end customer relationships for a portfolio of strategic accounts using our voyage optimization and fleet monitoring services
- Serve as the primary point of contact for customers across multiple time zones, coordinating with Fleet Performance Center teams in Paris, Singapore, and Vancouver
- Conduct vessel onboarding, platform configuration, and crew/shore team training for voyage optimization and performance management solutions
- Collaborate closely with the Fleet Performance Center on passage planning, weather routing recommendations, and post-voyage performance analysis
- Deliver end-of-voyage reports, charter party performance evaluations, and performance analytics — translating technical data into actionable insights for commercial and operational stakeholders
- Manage customer escalations around routing decisions, data quality issues, and regulatory compliance (CII, EU ETS, MRV reporting)
- Champion customer feedback internally, working with Product teams to shape roadmap priorities; manage customer expectations when timelines or feature requests cannot be accommodated
- Support customers on LNG-specific solutions including heel management and cargo optimization
- Identify expansion opportunities within existing accounts and support commercial teams with technical expertise during renewals and upsell discussions
Qualifications
WHO ARE YOU & YOUR QUALIFICATIONS
- Degree in Naval Architecture, Marine Engineering, or related maritime discipline
- 7+ years of experience in maritime technology, vessel performance management, or ship operations
- Strong understanding of maritime regulations including CII, EU ETS, IMO decarbonization targets, and emissions monitoring requirements
- Proven track record managing high-value customer relationships in a B2B environment
- Excellent communication skills with ability to engage effectively from shore-side operators to C-suite executives
- Fluent English (written and verbal); French language skills advantageous
- Willingness to travel internationally (approximately 20-30% of time)
PREFERRED QUALIFICATIONS
- Experience with LNG carriers and gas transportation operations
- Background in chartering, commercial shipping operations, or fleet management
- Experience with SaaS platforms, data analytics, or digital transformation in maritime
Additional Information
WHAT WE OFFER
- A team that value results over hours and trusts you to manage your work independently
- Competitive salary with performance-based bonus
- Collaborative international team across France, Greece, Singapore, UK, and Denmark
- Professional development opportunities within the GTT Group
We look forward to receiving your application !