Head of Customer Success
Indispensabile:AISeniorLead
About the company
Head of Customer Success, Captain’s Eye, Singapore Captain’s Eye is a fast-growing AI tech company changing safety and operational efficiency in the maritime industry through advanced CCTV and real-time video analytics. Shipping companies worldwide use our platform for smart surveillance, actionable insights and proactive risk management.
Your tasks
We are looking for a Singapore based Head of Customer Success to build and lead our Customer Success department. You will own the full post-sale journey: onboarding, adoption, support, retention and expansion across our global client base. You will lead the CSM and support teams and report directly to the CEO.
- Lead, mentor and grow the Customer Success team, including CSMs (with Japanese-speaking CSMs) and the support function
- Define and run the CS strategy, playbooks and processes: onboarding, health scoring, QBRs, renewals and escalations
- Own retention, renewal and net revenue retention (NRR) targets; drive upsell and cross-sell together with Sales
- Act as the senior escalation point and executive sponsor for key shipowner and ship management accounts
- Set up and track CS KPIs (adoption, usage, satisfaction, churn risk) using CRM and analytics tools
- Work closely with Sales, Product, R&D and field engineering to turn customer feedback into product and service improvements
- Oversee the support process and SLAs, making sure fleet issues are resolved quickly and well
- Hire, train and onboard new team members as the department grows
- Travel regionally to client offices and, when needed, on board vessels
Requirements
- Minimum 8 years in Customer Success, Account Management or a similar role, with at least 3 years leading teams
- Proven track record owning retention and growth of B2B enterprise accounts
- Experience in B2B SaaS, AI, IoT or video analytics companies
- Strong data skills: comfortable with CRM (Salesforce or similar) and product analytics tools
- Excellent communication, presentation and stakeholder management skills in English
- Experience working in multicultural, international environments
- Willingness to travel regionally and occasionally visit vessels
- Bachelor’s degree or higher
Strong advantage
- Maritime background: shipping, ship management, marine technology or seagoing experience
- Experience building a CS department from the ground up in a scaling company
What we offer
Why Join Captain’s Eye
- Build and shape the Customer Success department of a fast-growing global AI company
- Work with leading shipping companies across Asia, Europe and beyond
- Make a real impact on safety at sea: our system has detected fires on board before the smoke detectors did
- Competitive package and a dynamic, mission-driven team