Job Description

In its over 35 years of operation, NAPA has become a global leader in developing and scaling  SaaS solutions , services, and data analysis for a safer, smarter, and more sustainable maritime industry. NAPA operates globally, with 210 employees in ten countries across Europe, Asia, and the Americas. To date, NAPA has 420 user organizations for its design solutions, nearly 3,000 installations onboard vessels, and a growing number of subscribers for its cloud-based fleet services.

Job Summary:

As a  Customer Success Manager  specializing in the maritime cruise industry, you will play a crucial role in ensuring exceptional customer experiences and fostering long-term relationships with our B2B clients. You will focus on managing customer satisfaction, identifying opportunities for enhanced engagement, and delivering hands-on support. This role requires both  in-depth experience in SaaS-based solutions  and the ability to interact with customers in  face-to-face meetings , ensuring you provide tailored support and value-driven recommendations.

Key Responsibilities:

• SaaS Customer Management: Act as the main point of contact for a portfolio of B2B clients using NAPA's SaaS solutions, ensuring they achieve maximum value from our products.

• Client Onboarding & Training : Lead onboarding for new customers, ensuring they understand and can leverage our SaaS solutions effectively.

• Face-to-Face Interaction: Build trust and relationships through regular in-person meetings and customer site visits, particularly with cruise industry stakeholders.

• Customer Growth & Retention: Identify and implement strategies to drive customer engagement, adoption of new features, and renewal of SaaS subscriptions.

• Performance Analysis: Analyze customer usage data and feedback to proactively improve satisfaction and advocate for customer needs internally.

• Collaborative Problem Solving: Work closely with cross-functional teams (sales, operations, and development) to resolve customer challenges and ensure alignment on goals.

• Maritime and Industry Expertise: Stay updated on maritime industry trends and share relevant insights with clients to enhance their operations.

Qualifications:

• Bachelor's degree in Business, Information Technology, or a related field.

• 3+ years of experience in a customer success or account management role with a focus on SaaS solutions .

• Proven track record of working in a  B2B environment , preferably with international clients.

• Experience in  conducting face-to-face meetings with customers, building trust, and maintaining strong professional relationships.

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Strong organizational and multitasking skills to manage multiple accounts and priorities effectively

Preferred Skills:

• Knowledge of the maritime cruise industry or maritime technology solutions.

• Familiarity with cloud-based SaaS platforms and their implementation in B2B settings.

• Experience working in an international and culturally diverse setting.

Benefits:

• Competitive salary and company performance-based incentives.

• Health, dental, and vision insurance.

• Paid time off and flexible working arrangements.

• Company match 401K program

NAPA as an employer

Meaningful work

We are proud to play our part in creating a sustainable world, and a career at NAPA means working with a purpose. We focus on building the best possible products for our customers, with whom we have close and long-lasting relationships. We protect the environment and human life at sea by powering safer and greener vessels with our technology.

NAPA way of working

We are a self-managed organization. The core of our self-management philosophy is trust. We trust our employees to make the right decisions and take care of their personal growth. We provide several opportunities for that, and everyone can manage their own working time.

Enjoy working together

...is one of our core values. Learning from and respecting each other provides a healthy and pleasant working environment. We, as NAPArians, share our knowledge and help each other when needed. NAPA has offices and customers around the world, and you will be able to meet people from many different cultures. We are a diverse family with a shared goal.

Read more about our values and culture: ;

How to Apply

Ready to get on board and join the NAPA crew? We encourage you to send your application and CV to us as soon as possible, as the position will be filled once a suitable candidate has been found.

For more information, please contact:
Annettys Acosta
Phone: 954-330-2334
Email: annettys.acosta@napa.fi

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