Customer Success Manager (CSM)
On-siteMumbai, Maharashtra, India
Job Summary
Conduct regular customer engagement meetings with vessel owners, fleet managers, and technical superintendents to build long-term relationships and identify service expansion opportunities. Coordinate post-project onboarding, verify documentation, and introduce new clients to Station Satcom support processes. Monitor customer health metrics including service utilization, open tickets, SLA performance, network uptime, and product adoption to identify risks before escalation. Own customer escalations by coordinating internally with Technical Support, Managed IT, and Product teams, conducting Root Cause Analysis reviews, and ensuring preventive actions are implemented. Deliver Quarterly Business Reviews analyzing ticket trends, SLA compliance, internet usage, and fleet health while presenting monthly customer reports on satisfaction and renewal status.
Required Qualifications
- Bachelor's Degree in Information Technology, Computer Science, Electronics, Telecommunications, or a related field
- 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, ServiceNow)
- Good understanding of: VSAT, Starlink Maritime, OneWeb 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)
Desired Qualifications
- ITIL Foundation (preferred)
- PMP or PRINCE2 (advantageous)
- Microsoft, Cisco, Fortinet, CompTIA, or cybersecurity certifications are an added advantage
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