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Kpler is a global intelligence platform founded in 2014 that simplifies complex trade information across commodities, energy, and maritime sectors. With over 850 experts across 69 countries, the company transforms intricate data into actionable strategies for clients navigating dynamic markets.
As a Customer Success Manager focused on commodities clients, you will own and manage a portfolio of clients, driving high levels of adoption, engagement, and retention. You'll act as a trusted advisor, helping clients maximize the value of Kpler's commodity and maritime intelligence solutions.
Key Responsibilities:
- Build and nurture strong, proactive relationships with clients across the North American region, acting as a trusted partner throughout the customer lifecycle
- Deliver seamless onboarding experiences, ensuring clients are effectively set up to realize value from Kpler's solutions
- Develop and execute tailored client engagement strategies to drive adoption, improve user experience, and maximize platform utilization
- Provide expert support via email, calls, and in-person meetings, becoming a trusted point of contact for client questions on maritime data, workflows, and platform capabilities
- Monitor client usage, engagement, and business outcomes, proactively identifying opportunities to align Kpler's solutions with client objectives including voyage planning, competitive analysis, and risk mitigation
- Partner closely with Sales to identify expansion opportunities, support renewals, and demonstrate client value through data-driven impact narratives
- Collaborate with Product and Engineering teams to communicate client feedback and help translate insights into actionable product improvements
- Maintain accurate client records in Salesforce, including engagement plans, success metrics, opportunities, and renewal risks
- Proactively identify and address risks to client satisfaction, adoption, and retention, escalating issues where appropriate
- Share customer insights, market trends, and recurring use cases internally to inform product development and commercial strategy
Requirements:
- 2+ years of experience in Customer Success, Account Management, or a client-facing role, ideally within oil and gas, energy, commodities, data, SaaS, or DaaS
- Strong understanding of energy research workflows, industry stakeholders, and commodity tracking data, with the ability to confidently discuss data and analytics topics with clients
- Proven experience managing a diverse book of business across accounts of varying complexity, driving adoption, engagement, retention, and measurable customer outcomes
- Excellent communication and relationship-building skills—empathetic, attentive, and client-first
- Highly organized and self-motivated, with a knack for understanding client needs and proactively identifying opportunities to add value
- Customer-centric and product-oriented, with a strong understanding of how to connect client objectives with product capabilities
- Technically competent, with familiarity with data platforms, Excel, APIs, Python, and CRM systems such as Salesforce
- Curious and ambitious, with a desire to continuously learn and improve the customer experience
- Collaborative and adaptable, comfortable working cross-functionally in a fast-paced, global environment
