Position Title : Customer Success Manager (CSM)
Department: Customer Success Reports To: Global Head of Maritime Managed IT & Customer Success
Location: India (Regional)

Position Summary
The Customer Success Manager (CSM) is responsible for ensuring that customers achieve maximum value from Station Satcom's products and services. The CSM serves as the primary point of contact after project delivery, building long-term customer relationships, improving customer satisfaction, reducing churn, and identifying opportunities for service expansion.
The role acts as the bridge between customers, Sales, Technical Support, Managed IT, and Product teams to ensure a seamless customer experience.

Key Responsibilities
Customer Relationship Management
• Serve as the primary customer advocate.
• Build robust relationships with vessel owners, fleet managers, IT managers, and technical superintendents.
• Conduct regular customer engagement meetings.
• Understand customer business objectives and operational challenges.
• Maintain executive-level relationships with key accounts.

Customer Onboarding




• Coordinate customer onboarding after project completion.
• Ensure successful handover from Sales and Projects.
• Introduce customers to Station Satcom support processes.
• Conduct onboarding sessions for new customers.
• Verify all customer documentation is complete.

Customer Health Monitoring
Monitor customer health including:
• Service utilization
• Open support tickets
• SLA performance
• Network uptime
• Fleet status
• Product adoption
• Customer feedback
• Service renewals
• Identify risks before they become escalations.

Escalation Management
• Own customer escalations.
• Coordinate internally with:
o Technical Support
o Managed IT
o Product Team
• Keep customers updated until resolution.
• Conduct Root Cause Analysis (RCA) reviews.
• Ensure preventive actions are implemented.

Customer Success Reviews
Conduct Quarterly Business Reviews (QBRs) including:
• Ticket analysis (work c

📌 Customer Success Manager (India)
🏢 Station Satcom
📍 India