Customer Success Manager

Customer Success Manager
Final date to receive applications: 20 August 2026
Department:
Revenue

Employment Type:

Full Time

Location:

Italy
Description
Discover One Ocean:
One Ocean is a unified brand born from the integration of One Ocean and Ocean Technologies Group.
Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, One Ocean 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 One Ocean 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 One Ocean 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 One Ocean 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 Manager
The Customer Success Manager is responsible for owning the post-sale customer lifecycle, ensuring customers achieve measurable value from onboarding through renewal and expansion. The role focuses on adoption, value realization, customer health, and retention readiness, working in close partnership with Account Management for commercial outcomes.

Key Responsibilities:

Onboarding & Activation

Own customer onboarding from handover to go-live
Define success criteria and customer objectives
Ensure structured enablement and onboarding plans
Validate early adoption and engagement
Working with Professional Services in supporting and delivering the scope of the customer needs

Adoption & Value Realisation

Develop customer success plans aligned to outcomes
Drive product adoption through training and engagement
Track usage and value delivery milestones
Run regular business and operational reviews

Customer Health & Retention

Monitor health scores and risk indicators
Identify and mitigate churn risks proactively

Ensure customers are renewal-ready through value demonstration
Coordinate issue resolution and escalations

Relationship Management

Act as primary post-sale contact
Build multi-level stakeholder relationships
Lead executive business reviews
Advocate customer needs internally

Growth & Expansion Support

Identify upsell and cross-sell opportunities
Partner with Account Managers on expansion strategy
Provide data and insights to support commercial discussions

Skills, Knowledge, and Experience

Required:

Experience in Customer Success or B2B SaaS
Strong stakeholder and relationship management skills
Experience driving product adoption and engagement
Analytical mindset with ability to interpret usage data

Experience with CRM and CS tools (Salesforce, Gainsight etc.)

#J-18808-Ljbffr