Managing CRM platforms and proposing customer - focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
About the role
- Customer Success Manager overseeing B2B customer relationships at Harbor Lab, a maritime tech startup. Guiding customers from onboarding through adoption and ensuring measurable business value.
Responsibilities
- Own the ongoing relationship with a portfolio of customers after onboarding, acting as their primary point of contact.
- Support customers in achieving their goals by guiding adoption and effective use of HarborLab over time.
- Build strong, trust-based relationships with customer stakeholders through regular engagement and understanding of their needs.
- Maintain awareness of customer usage, engagement, and overall health to identify risks and opportunities early.
- Support customer growth by identifying ways HarborLab can deliver additional value as customer needs evolve.
- Contribute to customer advocacy by capturing feedback, learnings, and success stories as customers realize value.
- Work closely with internal teams to ensure customer needs are understood and addressed as the product and services evolve.
Requirements
- Experience in a customer-facing B2B SaaS role such as Customer Success, Account Management, or Implementation, working with active customer portfolios.
- A solid understanding of how customers adopt software over time and how value is realized through consistent usage and engagement.
- The ability to build trusted, professional relationships with customer stakeholders and act as a reliable day-to-day partner.
- A sharp, structured way of thinking, with the ability to break down problems, ask the right questions, and propose practical solutions.
- Strong communication and problem-solving skills, with confidence working across teams to move things forward.
- A collaborative mindset, enjoying teamwork and shared ownership of outcomes rather than working in isolation.
- Comfort using data, signals, or basic metrics to understand customer health, usage patterns, and areas for improvement.
- Experience working in operational, logistics, or process-driven environments is a plus, but not required.
- A healthy sense of ambition, with motivation to grow, learn, and take on increasing responsibility over time.
- Familiarity with maritime, logistics, or operations SaaS is a plus.
Benefits
- Attractive compensation package based on experience and skillset
- 30 days of paid annual leave
- Comprehensive private health insurance coverage for your entire family
- Hybrid way of work
- Yoga classes, Life Coach, Running Coach and Kick-Boxing Sessions
- Cool start-up environment (with swag, and much more)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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