Customer Success Manager (EMEA)

About Tilla

We are a growing SaaS start-up with an international team that brings maritime workforce management into the 21st century! Backed by strong investor support and with more than 10,000 crew changes executed in the platform each year and over 500 vessels globally, we’re passionate about solving overlooked problems in the maritime industry.

Over 90% of global trade depends on ships, and the 2 million mission-critical seafarers who operate them to keep our economy running. At Tilla, we’re dedicated to improving their lives, as well as the processes and colleagues on shore that support them. Our platform eliminates inefficiencies in crew logistics, streamlining collaboration between operators and seafarers. By doing so, we make crew operations more humane, efficient, and cost-effective.

Your mission

As we continue to onboard new customers, we’re looking for a Customer Success Manager that takes our Customer Success initiatives to the next level, and inspires our customers and product team alike.

As our Customer Success Manager you will..

• Take full ownership of our customer relationships, acting as the primary point of contact to ensure our clients get the most value from Tilla daily.
• Drive the end-to-end customer journey, including onboarding, managing ongoing support, identifying and addressing challenges, and following up to ensure high customer satisfaction.
• Develop and execute strategies to enhance our customer experience, such as driving new product requests resources, maintaining a knowledge base, and implementing initiatives that improve service quality.
• Build strong, trusted relationships with our clients, understanding their needs and helping them succeed.
• Contribute to building an excellent team and company culture

Your profile

You are a highly motivated, yet curious and humble tech start-up enthusiast who is deeply empathic towards customer and user needs while keeping the bigger picture in mind.

You...

• 3-5 years of Customer Success experience in a B2B SaaS environment where you have set up, run, and scaled reliable processes
• experience managing enterprise accounts with high complexity and ACV
• track record of driving retention, engagement, and customer satisfaction
• have strong analytical skills to isolate and resolve complex technical problems efficiently
• are independent, proactive, highly motivated, and good at problem solving
• are comfortable with ambiguity and making decisions under pressure and uncertainty
• have a digital mindset and a knack for reimagining processes with digital tools
• are fluent in English

It’d be even better if you…

• have experience in the maritime industry
• proficient in an additional language

Why us?

We offer...

• a competitive compensation package
• a startup adventure with the possibility to grow personally and professionally within a fast-paced and dynamic environment
• an opportunity to forever change the landscape of one of the most important industries on the planet
• the chance to actively shape your company and work environment from day one
• work-from-home and flexible working arrangements to balance your professional and private life

We believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills. Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.