Job Description

Orca AI advances the maritime industry by providing intelligent navigation solutions that prevent collisions and save lives. Our platform empowers Captains and Officers on the bridge with an accurate, real time understanding of their surroundings, while also enabling shore-side teams to improve operational oversight, safety management, and fleet performance through FleetView, Orca AI’s office-facing platform.

Powered by AI and computer vision, Orca AI is defining a new standard for maritime navigation, helping customers drive measurable outcomes both onboard and across their broader fleet operations.

We are looking for an experienced and data oriented Customer Success Manager to establish trusted, long term relationships with one of our most strategic customers. This role owns the full post sale customer lifecycle, from implementation and onboarding through value realization, adoption, engagement, and expansion.

• This role reports to the Director of Customer Success
• This position will manage one of Orca AI’s strategic customers in Cyprus, as well as customers in the Greek market.
• If based in Athens, the role requires regular travel from Athens to Cyprus for a minimum of two days per week. Travel frequency may change over time.

Responsibilities

• Own and grow strategic, long term customer relationships, serving as the primary partner responsible for customer engagement, satisfaction, retention, and renewal success.
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• Build trusted advisor relationships with customer stakeholders across both vessel and shore-side operations, including decision makers, fleet managers, technical teams, and safety leadership.
• Develop a deep understanding of customers’ operational realities, priorities, pain points, and success criteria, and translate these into clear engagement and value plans.
• Take a data driven approach to customer success by analyzing product usage, operational performance, and KPIs to identify risks and opportunities.
• Partner with customers to deliver actionable insights and recommendations through data reports, dashboards, and performance reviews, driving measurable outcomes and long term value realization.
• Lead change management efforts to support successful adoption across onboard and office teams, ensuring Orca AI solutions become embedded in daily workflows.
• Drive value realization by advising customers on best practices and optimal usage of Orca AI products, including FleetView and broader fleet operations.
• Act as the voice of the customer internally, contributing feedback, insights, and customer needs into product discussions and roadmap prioritization.
• Partner with Sales and Product teams to identify expansion opportunities, including upsell, cross sell, and broader fleet rollouts.
• Support implementation and onboarding for new customers as needed.

Requirements

• 3 or more years of experience in Customer Success, Account Management, or similar customer facing roles within a B2B SaaS or enterprise technology environment.
• Strong analytical and data oriented mindset - must, with experience using data, analyzing trends, connecting data with business needs, measure outcomes, and drive adoption and retention.
• Experience working with reporting tools, dashboards, and performance metrics, and translating data into clear insights for customer and internal stakeholders (e.g., usage trends, operational KPIs).
• Proven experience working with senior stakeholders and decision makers in complex B2B organizations.
• Strong technical aptitude and experience working with software based solutions. Familiarity with AI and computer vision technologies is an advantage.
• Excellent prioritization, organizational, and process management skills, with a strong sense of ownership and accountability.
• Native level English with excellent written and verbal communication skills.
• Exceptional interpersonal skills and the ability to build trust across multiple customer personas.
• Ability to thrive in a fast paced, dynamic, and evolving environment.
• Bachelor’s degree.

Nice to Have

• Hands on experience performing data analysis (e.g., Excel/Google Sheets, SQL, BI tools) and creating customer facing reporting.
• Background or experience in the maritime industry.
• Commercial experience, including exposure to renewals, expansions, or revenue growth initiatives.