CUSTOMER SUCCESS MANAGER (MARITIME IT / SATCOM) # BISHAN

Customer Success Manager (Maritime IT / Satcom)

JOB TITLE: CUSTOMER SUCCESS MANAGER (MARITIME IT / SATCOM)

Department: Customer Success
Location: Jalan Pemimpim-Bishan/Marymount
Employment Type: Full-Time
Experience: 5–10 years

JOB SUMMARY

We are looking for an experienced and customer-focused Customer Success Manager (CSM) to join our Customer Success team.

The Customer Success Manager will be responsible for building and maintaining strong relationships with customers, ensuring successful onboarding and service delivery, monitoring customer satisfaction and service performance, managing escalations, and identifying opportunities for service expansion.

The successful candidate will work closely with Sales, Projects, Technical Support, Managed IT, Product and Engineering teams to deliver an excellent customer experience.

KEY RESPONSIBILITIES

Customer Relationship Management

• Act as the primary point of contact and 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 requirements.

• Maintain strong relationships with key enterprise accounts.

Customer Onboarding

• Coordinate customer onboarding following project completion.

• Ensure smooth handover from Sales and Project teams.

• Introduce customers to support and service processes.

• Conduct onboarding sessions.

• Ensure customer documentation is complete and up to date.

Customer Health & Service Monitoring

• Monitor service utilisation, network uptime, fleet status and product adoption.

• Track open support tickets and SLA performance.

• Monitor customer feedback, renewals and overall customer health.

• Identify potential customer risks and proactively address issues before escalation.

Escalation Management

• Take ownership of customer escalations.

• Coordinate with Technical Support, Managed IT and Product teams to resolve issues.

• Keep customers informed throughout the resolution process.

• Coordinate Root Cause Analysis (RCA) reviews.

• Follow up on preventive and corrective actions.

Customer Success Reviews

• Conduct regular and Quarterly Business Reviews (QBRs).

• Present ticket and incident analysis, SLA performance and service availability.

• Review internet usage trends and fleet health.

• Provide security and technology recommendations.

• Identify service improvement opportunities.

Customer Advocacy

• Gather customer feedback and communicate insights to Product Management and Engineering teams.

• Identify product improvement opportunities, feature requests and service enhancement requirements.

• Monitor customer pain points and relevant market trends.

Upselling & Cross-Selling

• Identify opportunities for customers to adopt additional services, including:

  • Maritime Managed IT

  • Cybersecurity

  • Firewall solutions

  • Backup and Disaster Recovery

  • Endpoint Security

  • Cloud Backup

  • Starlink / OneWeb

  • Network Monitoring

  • SOC Services

  • Vessel IT Health Checks

• Generate qualified leads and opportunities for the Sales team.

Reporting

• Prepare monthly customer reports covering:

  • Customer Health Score

  • Ticket Summary

  • SLA Compliance

  • Fleet Availability

  • Incident Trends

  • Customer Satisfaction (CSAT)

  • Renewal Status

  • Risks and Mitigation Plans

• Work closely with the Support team and present reports to customers.

REQUIREMENTS

• Bachelor's Degree in Information Technology, Computer Science, Electronics, Telecommunications or a related field.

• Minimum 5–10 years of experience in Customer Success, Account Management or Technical Account Management.

• Experience with Maritime IT, Satellite Communications, Managed IT Services or related industries is highly preferred.

• Experience managing enterprise, fleet or large-scale customers.

• Strong customer relationship and stakeholder management skills.

• Excellent communication, presentation, negotiation and conflict-resolution skills.

• Strong problem-solving ability with a customer-first mindset.

• Ability to work independently and collaboratively across multiple teams.

• Ability to work effectively under pressure and manage customer escalations.

TECHNICAL KNOWLEDGE

Candidates with knowledge or experience in the following areas will have an advantage:

• VSAT / Satellite Communications

• Starlink Maritime

• OneWeb Maritime

• Iridium Certus

• Maritime Networking

• Firewalls and VPN

• SD-WAN

• Microsoft 365

• Windows Server

• Virtualisation

• Cybersecurity

• NAS Storage

• Backup & Disaster Recovery

• Managed IT Services

• Remote Monitoring & Management (RMM)

ADDITIONAL ADVANTAGES

The following certifications or experience will be an added advantage:

• ITIL Foundation

• PMP / PRINCE2

• Microsoft certifications

• Cisco certifications

• Fortinet certifications

• CompTIA certifications

• Cybersecurity certifications

• Experience with CRM / ITSM platforms such as Zoho or ServiceNow

PERSONAL ATTRIBUTES

• Customer-first mindset

• Strong ownership and accountability

• Proactive and solution-oriented

• Excellent verbal and written communication

• Strong interpersonal and relationship-building skills

• Organised and detail-oriented

• Able to manage multiple priorities

• Strong team player with cross-functional collaboration skills

• Willingness to continuously learn and develop