Customer Success Manager (12-Month Fixed-Term)
Tototheo Global offers connectivity and technology solutions across various industries, including maritime and land enterprises. We support organizations looking to leverage technology to improve operational efficiency and gain a competitive advantage in a fast-evolving digital landscape.
Our services include innovative and reliable solutions in satellite communications, navigation systems, digitalization, and end-to-end cybersecurity.
Job Purpose
We are looking for a talented Customer Success Manager (CSM) to join our Commercial Team on a fixed-term basis to cover maternity leave.
Your primary responsibility will be to manage a portfolio of customers. As their dedicated CSM, you will nurture post-sale relationships and act as the main point of contact.
You will ensure a smooth and positive customer experience by facilitating communication between Sales, Operations, Product, and Marketing teams.
In this role, you will work with key customer accounts, acting as a trusted advisor. You will also be responsible for managing contract renewals, maintaining a high retention rate, and identifying opportunities for growth.
Main Duties and Responsibilities
- Responsible for Customer Success KPIs (Retention and Upsell)
- Manage a portfolio of key customer accounts and maintain strong, collaborative relationships
- Identify new upsell and cross-sell opportunities to maximise customer growth
- Drive product adoption and ensure customers fully utilise our solutions
- Support customers during onboarding and guide them on best use of products based on business needs
- Understand customers’ business, use cases, and goals, and identify opportunities to add value
- Provide ongoing support and training aligned with customer goals
- Identify, forecast, and proactively engage customers at risk
- Follow company Customer Success processes and best practices
- Identify and hand over cross-sell opportunities to the Sales team
- Collaborate closely with Operations on customer matters (e.g. service activation, support cases)
- Handle customer requests related to renewals and upsells
- Conduct proactive outbound activities for upselling and churn reduction
- Maintain accurate records of customer interactions in the CRM
- Prepare and manage quotations, RFQs, license agreements, and related administrative tasks
- Provide feedback to internal teams to improve customer experience
- Gather and analyse customer feedback to identify best practices
- Contribute to Commercial team strategy, growth, and improvement
- Participate in marketing events, trade shows, and company activities
- Report weekly, monthly, and quarterly results to the Customer Success Manager – Team Leader
Qualifications & Skills
- 3+ years of experience in client-facing roles (Account Management / Sales/Customer Success Management), including solution-based selling
- 2+ years of experience in the maritime industry
- Proven track record of exceeding individual and team KPIs
- Excellent written and verbal English communication skills
- Experience working with complex, multi-divisional, and multi-geographical customers
- Strong ability to build relationships and identify customer opportunities and risks
- Strong problem-solving and negotiation skills
- Ability to prioritise tasks based on company and customer needs
- Excellent coordination skills with the ability to multitask effectively
- Ability to work both independently and as part of a team
- Strong analytical skills and sound judgment
- Experience working in a fast-paced environment
- Ability to gather and report market intelligence and industry trends
- Proficiency in Microsoft Office and HubSpot CRM
- BSc/BA in Business Administration, Sales, or a related field
Benefits
Work in an international, dynamic, and growing environment
- Attractive remuneration package
- Private Medical Health Insurance
- Continuous education and training opportunities
- Half-day leave on your birthday
- Wellness support – unlimited access to a wellness platform for mental health resources, coaching, and self-care tools
At Tototheo Global, we are proud to be an equal opportunity employer. We foster an environment where everyone feels included, respected, and supported to reach their full potential.
Our culture is shaped by our core values — Grow, Excellence, Innovation, and Respect — and reflected in how we collaborate and deliver for our clients worldwide.
We are also a certified Great Place to Work, recognized for our commitment to continuous learning, teamwork, and employee wellbeing.