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Sofar Ocean is the leading ocean intelligence platform, operating the world's largest real-time ocean sensor network that transforms billions of measurements into actionable insights for scientists, governments, and the maritime industry. The company's Wayfinder product, deployed on major shipping vessels globally, provides voyage optimization and real-time decision support to ship captains and shoreside operations teams, delivering measurable fuel savings, emissions reductions, and regulatory compliance outcomes.
As Senior Customer Success Manager for EMEA, you will be the primary relationship owner for Sofar Wayfinder customers across the Europe, Middle East, and Africa region—one of the company's fastest-growing and most strategically important markets, characterized by heavy regulation and the strongest commercial case for voyage optimization. You will partner closely with fleet operators, technical and commercial shoreside teams, and vessel crews to drive adoption, deliver measurable value, and build long-term partnerships anchoring Sofar's regional expansion.
This is a high-impact, high-visibility senior individual contributor role based in Copenhagen. You will own your customer portfolio end-to-end, set the approach for serving your accounts, and operate with significant autonomy. You will work alongside the EMEA sales team, product and data science teams, and the 24/7 routing operation.
Key Responsibilities:
- Manage the full customer lifecycle for Wayfinder accounts across EMEA, from onboarding and fleet activation through renewal and expansion
- Own commercial outcomes for your portfolio: measured fuel and cost savings per voyage, adoption across contracted fleets, and vessel-count growth within existing accounts
- Conduct regular performance reviews with owners, operators, and charterers, evidencing delivered savings and translating results into expansion conversations
- Monitor portfolio health, identify risk early, and resolve issues with urgency across shoreside and technical stakeholders
- Lead renewal and expansion conversations in partnership with the EMEA sales team
- Synthesize customer feedback into clear inputs for product roadmap and go-to-market decisions
- Represent Sofar at maritime industry events across EMEA, including Copenhagen, Hamburg, Athens, Oslo, London, Rotterdam, and Geneva
Requirements:
- 6+ years in customer success, account management, or commercial roles in B2B SaaS or maritime technology
- Demonstrated ownership of an enterprise or mid-market portfolio, including renewal and expansion revenue responsibility
- Credibility with commercial maritime audiences: comfortable with charter party terms, voyage economics, and understanding the distinct incentives of owners, operators, and charterers
- Track record of converting product capability into evidenced financial outcomes for customers and presenting these conversations to CFOs or Heads of Operations
- Ability to operate autonomously, set priorities, and work across time zones in a distributed team without close direction
- Excellent English communication skills across all organizational levels—from vessel masters and crew to C-suite—and across diverse European cultures
- Based in Copenhagen with existing right to work in the EU; willingness to travel across EMEA required. Relocation from within the EU is considered; visa sponsorship is not available
Nice to Have:
- Direct experience with voyage optimization, weather routing, or vessel performance management
- Working knowledge of maritime decarbonization regulation (EU ETS, FuelEU Maritime, CII) and how compliance costs translate commercially
- Experience carrying technical products in customer-facing roles, including working with data and API-level integration questions
- Additional European language proficiency (Danish, German, Greek, Norwegian)
- Passion for the ocean and genuine connection to Sofar's mission
