Job Description

About ShipIn

ShipIn is a leading provider of AI-driven visual analytics solutions for the maritime industry, enabling ship owners and operators to enhance safety, efficiency, and compliance through real-time insights. Our mission is to empower shipping companies with data-driven decision-making, bridging the gap between ship and shore.

Role Overview

As a Customer Success Specialist, you will play a key role in optimizing customer success operations, ensuring seamless execution of customer engagement strategies, and supporting the Customer Success team. You will help establish structured processes for account management, performance tracking, training, and knowledge sharing. This role requires a detail-oriented, proactive approach and a strong ability to collaborate across teams.

Key Responsibilities

• Operational Support: Assist in establishing and managing systems to streamline Customer Success operations, ensuring efficiency in account planning, engagement tracking, and performance monitoring.
• Account Plan Execution & Monitoring: Support Customer Success Managers (CSMs) in executing account plans, tracking key performance indicators, and ensuring alignment with customer engagement strategies.
• Training & Enablement: Prepare training materials, tutorials, presentations, and user guides to support customer onboarding and continued engagement with ShipIn’s platform.
• Product Usage Data & Insights: Track and analyze product usage data, providing insights to CSMs for proactive customer engagement.
• Knowledge Base Management: Maintain and update the customer success knowledge base, ensuring customers and internal teams have access to relevant and up-to-date resources.
• User Account Management: Assist in managing user accounts, ensuring proper access control and resolving account-related issues.
• Customer Engagement Compliance: Assist CSMs in adhering to structured engagement strategies, ensuring consistent communication and value delivery to customers.

Qualifications / Experiences

• 4+ years of experience in customer success, operations, or a related role in a SaaS company (Maritime SaaS industry experience preferred).
• Strong analytical skills with the ability to track and interpret customer data for actionable insights.
• Excellent communication and organizational skills with attention to detail.
• Proficiency in tools like HubSpot, Monday.com, ClickUp, JIRA and experience with knowledge management systems.
• Self-motivated and proactive, with the ability to work in a fast-paced environment.