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Kpler is a global intelligence platform founded in 2014 that simplifies complex trade information and provides actionable insights for the commodities, energy, and maritime sectors. With over 850 experts across 69 countries, Kpler transforms intricate data into strategies that help organizations make informed decisions.
As a Senior Customer Success Manager for the APAC region, you will be the trusted point of contact for a portfolio of large, complex clients, driving long-term adoption, satisfaction, and retention. Your responsibilities include:
• Building and nurturing proactive relationships with assigned clients to support their strategic objectives and long-term success
• Delivering seamless onboarding experiences that set clients up to maximize value from Kpler's solutions
• Developing and executing tailored engagement strategies to drive adoption, improve user experience, and increase platform utilization
• Providing expert support via email, calls, and in-person meetings, becoming a trusted advisor on Kpler's data and workflows
• Analyzing client usage and engagement trends to identify opportunities for better alignment with client objectives such as voyage planning, competitive analysis, and risk mitigation
• Liaising with Product and Engineering teams to translate client feedback into actionable product improvements
• Maintaining accurate records in Salesforce, including engagement plans, success metrics, and customer health indicators
• Assessing customer health and renewal probability, proactively identifying and addressing potential risks
You will work in a dynamic, collaborative environment where every day brings different challenges and opportunities to impact client success.
REQUIREMENTS:
• 5+ years of experience in Customer Success, ideally supporting Government or Public Sector clients
• Proven experience managing a portfolio of large, complex clients and building long-term strategic relationships
• Strong interpersonal and communication skills with ability to build trust and credibility with diverse stakeholders
• Highly organized and proactive, able to manage multiple priorities independently while collaborating effectively
• Ability to clearly articulate technical concepts to both technical and non-technical audiences
• Empathetic and customer-focused with strong listening skills and genuine understanding of client needs
• Demonstrated ownership of client outcomes with proactive approach to identifying opportunities and resolving challenges
• Experience working with APIs, data structures, or other technical concepts is highly advantageous (programming experience not required)
