Kaiko Systems

Customer Success Manager - Maritime SaaS (f/m/d) London Description Founded in 2020, Kaiko Systems is a tech company driving digital innovation in the global maritime industry. Our mission is to make shipping safer, smarter, and more collaborative by transforming manual processes into actionable intelligence. With our products, ship crews can collect reliable vessel data on the job, while our AI-powered analysis generates actionable insights for technical teams onshore. These insights help predict incidents, reduce downtime, and enhance safety and efficiency, empowering shipping companies to operate at their best. At Kaiko Systems, we're not just building technology - we're delivering solutions that make a real difference in people's work lives and their professional environment. Join us as we navigate the future of maritime together. Your mission We are looking for a commercially driven Customer Success Manager who will lead onboarding, engagement, pilot conversions, renewals, and upsell across our customer base. You will ensure customers realize measurable operational value from the platform while identifying opportunities for expansion through fleet growth or vertical products. You will work closely with Sales to convert enterprise pilots into long term paying contracts. You will also be supported by Maritime Experts for domain specific knowledge and by Product Managers for product related guidance, allowing you to focus on value creation and commercial outcomes. Customer Onboarding & Implementation Execute our established onboarding framework to ensure a smooth and structured transition to the platform. Align onboarding activities with customer goals and operational workflows. Deliver training sessions, workshops, and enablement tailored to different user groups. Support enterprise onboarding using predefined processes and playbooks. Customer Engagement, Retention & Pilot Conversion Build and maintain strong, trust based relationships with customer stakeholders. Guide customers on best practices to ensure consistent adoption and operational value. Collaborate with Sales to support and track enterprise pilot performance, helping convert pilots into paying customers. Identify early risks through data and engagement signals and apply predefined mitigation strategies. Conduct structured success check ins and business reviews linked to customer KPIs. Upselling & Account Growth Identify upsell opportunities informed by product usage, fleet growth, or vertical expansion potential. Work alongside Sales on commercial proposals and expansion cycles. Use data and insights to validate upsell recommendations and quantify customer value. Product Advocacy & Cross Functional Collaboration Gather structured customer feedback and communicate it clearly to Product. Contribute to feature prioritization and roadmap discussions through customer insights. Serve as an internal advocate for customer needs and emerging operational use cases. Work closely with Maritime Experts and Product Managers to address technical or product related questions. Operate effectively in a cross functional environment across different time zones. Data Driven Decision Making & KPI Management Track adoption, usage patterns, and customer health indicators using our existing reporting frameworks. Analyze customer behavior to proactively identify challenges and drive value realization. Report on renewal likelihood, pilot conversion progress, risk factors, and upsell opportunities. Process Execution & Operational Excellence Apply customer success processes, touchpoints, and playbooks consistently and with high quality. Maintain operational discipline in documentation, follow ups, and internal coordination. Flag bottlenecks or insights from execution that can help refine existing workflows. Ensure smooth collaboration across CS, Sales, and Product through established communication channels. Your Profile Experience as a Customer Success Manager or Account Manager in B2B SaaS, ideally with complex products. Strong commercial mindset with results in renewals, upsell, or pilot conversion. Ability to operate confidently within an established CS framework and deliver high quality execution. Strong analytical skills and the ability to interpret customer data to inform decisions. Excellent communication and stakeholder management skills. Comfortable working with Sales, Product, and domain experts across time zones. Structured, proactive, and customer centric working style. Experience in the maritime industry is a plus. Fluent English language skills Worried you don't check every box? If this role excites you, but your experience doesn't align perfectly with every qualification, we encourage you to apply anyway. You could be exactly what we're looking for - either for this role or another one! Why us? Join a highly ambitious and diverse team with a collaborative working environment at a very exciting time in the company's development, as we scale on the back of significant product market fit. Be at the forefront of digitalization in a critical global industry. Great office in the heart of Berlin & London, as well as flexible / remote options. Flexible and hybrid work environment that values work life balance. 27 days vacation policy on top of bank holidays. About us We're a growing company, expanding both our business and our team. To ensure everyone feels safe, can perform at their best, and to keep the company successful in uncharted waters, we've aligned on a set of values that guide us: Be the G.O.A.T- We take initiative and own the outcome, hold ourselves and others accountable, execute with excellence, and we are curious to learn. Promote Joy, Respect & Sincerity - We enjoy our time together, leave our ego at the door, treat others with respect and seek truth together. Have the Customer at Heart- We stay focused, strive for simplicity, use data to lead discussions and make decisions collaboratively. These values shape how we work together and will be a part of our conversations during the recruiting process. By living these principles, we create an environment where both our people and our business can thrive, navigating challenges with confidence and purpose.