Customer Success Manager (Governments)

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!

Key Responsibilities

• Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption and satisfaction.
• Deliver seamless onboarding experiences, ensuring clients are set up for success. 
• Develop and execute tailored engagement campaigns to drive adoption, improve user experience, and increase platform utilisation.
• Provide expert support through email, calls, and in-person meetings—becoming the go-to resource for all client questions related to Kpler data and workflows.
• Regularly surface insights and usage trends, identifying opportunities to better align Kpler’s solutions with client objectives (e.g., voyage planning, competitive analysis, risk mitigation).
• Liaise with Product and Engineering teams to translate client feedback into actionable product enhancements.
• Maintain detailed records in Salesforce, including engagement plans, success metrics, and customer health indicators.

Skills and Experience

• 3+ years customer success experience working with Government / Public Sector clients / Resellers.
• Experience working with a portfolio of large clients.
• Outgoing, personable and client-focused, with the ability to build trust with partners.
• Highly organised , proactive, and able to work independently and collaboratively.
• Has the ability to articulate technical concepts with both technical and non-technical audiences.
• Someone who is empathic, listens and understands the customer’s needs through strong relationship building.
• Genuinely care about your clients and take ownership of projects.
• Experience with programming languages is not mandatory to this role however experience working with APIs, Data structures and other technical concepts is greatly advantageous.

Nice to have

• Experience in Maritime industry.

We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?

We make things happen

We act decisively and with purpose, going the extra mile.

We build
together

We foster relationships and develop creative solutions to address market challenges.

We are here to help

We are accessible and supportive to colleagues and clients with a friendly approach.

Our People Pledge

Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.

Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

By applying, I confirm that I have read and accept the Staff Privacy Notice