Enterprise Customer Success Manager - Europe

CSM
Remote (Europe)

Description

About The Role:

We are looking for an experienced and strategic Enterprise Customer Success Manager to join our growing team in Europe.

In this role, you will own and drive the success of a portfolio of high-value enterprise customers across the entire post-sale lifecycle—from onboarding and implementation to long-term value realization, retention, and expansion.

You will act as a trusted advisor to senior stakeholders, ensuring customers achieve measurable business outcomes while identifying opportunities to deepen partnerships and drive growth.

About Orca AI:

Shipping accounts for over 90% of global trade, yet the industry remains decades behind in digitization and automation. Operating safely and efficiently in congested ports and high-traffic sea lanes is becoming increasingly challenging.

Orca AI is transforming maritime operations through real-time AI and computer vision, delivering next-generation situational awareness and decision-making.

Our platform connects onboard crews with shoreside teams, improving navigational safety, reducing human error, and supporting decarbonization through performance optimization.

Founded in 2018, Orca AI is a fast-growing scale-up in an incredibly strong position. We recently raised $73M in a Series B round (May 2025) and have over 1,100 systems deployed to industry giants like MSC, Seaspan, and NYK. What sets us apart is our data - over 100 million nautical miles of proprietary data , making it the largest maritime AI dataset in the world.

As we scale rapidly, we are looking for passionate individuals to join us in defining the future of the maritime world.

Responsibilities:

As an Enterprise Customer Success Manager, your impact will be:

Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, including onboarding, adoption, value realization, renewal, and expansion
Build and maintain strong, executive-level relationships with key stakeholders, acting as a strategic partner and trusted advisor
Develop and execute account strategies that align customer goals with business outcomes and measurable ROI
Lead onboarding and implementation processes in collaboration with cross-functional teams, ensuring smooth and timely deployments
Drive product adoption and usage through data-driven insights, success plans, and proactive engagement
Conduct regular business reviews (QBRs/EBRs) with senior stakeholders, presenting value, insights, and growth opportunities
Identify and mitigate risks to customer satisfaction and retention, proactively addressing challenges before escalation
Partner closely with Sales, Product, and Engineering to advocate for customer needs and influence product direction
Identify and drive upsell and cross-sell opportunities, contributing directly to revenue growth
Serve as the voice of the customer internally, providing actionable feedback to improve product and customer experience
Contribute to team best practices and support the development of customer success processes

Requirements

What do you need to succeed in this role?

3+ years of experience in Customer Success, Account Management, or a related client-facing role, with a strong focus on enterprise customers
Proven track record of managing complex, high-value accounts and driving retention and expansion
Strong experience working in B2B SaaS or technology environments
Demonstrated ability to engage and influence C-level executives and senior stakeholders
Experience owning commercial outcomes, including renewals, upsells, and expansion
Strong analytical skills, with the ability to translate data into business insights and customer value
Excellent communication, presentation, and stakeholder management skills
Ability to operate independently in a fast-paced, dynamic environment while managing multiple priorities
Strong cross-functional collaboration skills, working effectively with Sales, Product, and technical teams
Fluent in English; additional European languages are a plus
Based in Europe, with availability to travel as needed

Nice to Have:

Hands-on experience performing data analysis (e.g., Excel/Google Sheets, SQL, BI tools) and creating customer-facing reporting.
Background or experience in the maritime industry.
Commercial experience, including exposure to renewals, expansions, or revenue growth initiatives.
Experience managing EMEA or global enterprise accounts
Experience working in high-growth startups or scaling environments
Familiarity with customer success tools and analytics platforms

Why Orca AI? Our Culture and Benefits:

Our Culture & Values: We are a global team of 130 professionals driven by a shared mission to lead the transition to autonomous shipping. At Orca AI, we combine cutting-edge technology with a human-centric approach to redefine the maritime industry. We believe in:

Innovation & Data-Driven Intelligence: We are passionate about solving complex problems for the first time in a "greenfield" industry. By leveraging data and intelligence, we create smarter, more efficient solutions that drive lasting change.
Global Impact & Reliability: Our mission is to use technology to make the oceans safer and the world more efficient. We are dedicated to providing our customers with a reliable service they can count on to protect their most valuable assets.
Customer Centricity & Agility: Our customers are at the heart of everything we do. We embrace agility as an essential part of our workflow, enabling us to respond effectively to changing market conditions and provide the best possible service.
Global Collaboration: Diversity is our strength. We operate across Japan, Singapore, and Greece, supported by a diverse remote team spanning Europe and Asia, fostering a truly international perspective on maritime challenges.
High-Energy Environment & Balance: We foster a vibrant, high-energy work culture. In our Tel Aviv office, we enjoy a dog-friendly environment and maintain a unique work-life balance, working 4 days a week from the office to stay connected and inspired.

Orca AI is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

You’re more than welcome to follow us on social media:

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