Customer Success Manager

Purpose

The Customer Success Manager is a revenue-generating role, accountable for growing PortsDirect revenue from a portfolio of customers, starting with key accounts. Revenue grows when customers route more eligible port calls through PortsDirect agreements, so the role owns the commercial relationship, negotiates adoption commitments with each customer and turns eligible activity into contracted, fee-earning use. It understands why eligible port calls go elsewhere, removes the barriers and secures sustained use that customers value and PortsDirect earns from.

Key Responsibilities

• Own the revenue and utilisation targets for the customer portfolio and the plan to deliver them, starting with key accounts.
• Negotiate and agree adoption commitments with key customers, covering the ports, services and share of eligible activity routed through PortsDirect agreements, and the onboarding, nomination and fee arrangements that support them.
• Present complete adoption proposals to customer commercial, procurement and finance decision-makers, and handle objections on price, service quality and existing direct supplier agreements.
• Find and close new revenue opportunities across the portfolio, including expansion into more ports and services.
• Build trusted relationships with commercial operators and their procurement, operations and finance stakeholders, and hold regular reviews against an account plan for each key customer.
• Investigate non-use by customer, port and service (price, service quality, supplier preference, workflow, direct agreements or contractual restrictions), and agree and deliver actions such as onboarding, contract guidance and changes to nomination processes.
• Demonstrate value for money using the final comparable cost and service outcome, including applicable PortsDirect fees.
• Work with category managers and internal teams to resolve supplier, coverage, pricing or performance issues that block adoption, and bring customer feedback into PortsDirect commercial priorities.

Requirements

Education:

• Bachelor’s degree in Business, Maritime or a related field, or equivalent practical experience

Min Experience:

• 2-3 years in commercial operations for a ship operator or a closely related maritime role, with a proven track record of meeting revenue or commercial targetsSkills:
• Commercial negotiation and revenue focus; customer relationship building; analytical and commercial insight; problem solving and resourcefulness; organisation and follow-through across global time zones; collaboration and influence

Industry:

• Ship operating, port and harbour services or maritime commercial operations; customer success or account management experience helpful

Language:

• English - fluent