Strategic Customer Success Manager

at  Portcast

Portcast is a venture-backed startup that predicts global trade flows to help logistics and shipping companies become more resilient and profitable. We are a predictive analytics company offering a fast-paced, innovative environment where you will be empowered to drive value for our clients, collaborating closely to align our AI-powered insights with their business goals. We are customer-obsessed and are constantly working to provide our clients access to actionable and insightful data to build resilient supply chains.
Based in Singapore and backed by leading VCs and senior industry advisors, Portcast is a team of tech and industry talent building a game-changing product for the logistics and shipping industry.

ABOUT THE ROLE:

We are seeking a strategic and results-driven Customer Success Manager who will play a critical role in ensuring our clients achieve maximum value from our solutions. In this role, you’ll work closely with our clients, including key decision-makers, to understand their needs and align our offerings with their goals. You will build long-term partnerships, influence product direction through client insights, and be the advocate of our clients’ voices within Portcast.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• Building and nurturing strong, strategic partnerships with clients, ensuring they view Portcast as an integral part of their business strategy.
• Proactively identifying expansion opportunities, leading to an increase in adoption and customer satisfaction.
• Driving client retention through high engagement and value realization, resulting in a strong NPS.
• Successfully navigating complex client needs and feedback to continuously improve our solutions and customer experience

WHAT YOU’LL DO:

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
• Serve as a trusted advisor to our clients, particularly in aligning our solutions with their strategic goals and addressing their unique challenges.
• Collaborate with cross-functional teams, including product and engineering, to channel customer feedback and drive improvements that enhance Portcast’s value proposition.
• Develop and execute success plans tailored to each client, conducting regular check-ins, QBRs, and strategic sessions to drive adoption and satisfaction.
• Analyze customer data and metrics to provide actionable insights and continuously improve the client journey.
• Identify and act on expansion opportunities within accounts, contributing to Portcast’s revenue growth and customer retention objectives.

TO THRIVE IN THIS ROLE, YOU MUST HAVE:

• A bachelor’s or master’s degree or equivalent, ideally with specialization in Business, Marketing, Engineering, Computer Science, or related disciplines.
• 5+ years of experience in customer success, sales, or account management within a B2B SaaS environment (experience with AI/data solutions and the LogTech or shipping industry is a plus).
• Proven ability to manage complex, strategic customer relationships, with a focus on driving outcomes that align with both customer and company goals.
• Exceptional communication and consultative skills, with the ability to effectively engage and influence senior stakeholders in enterprise organizations.
• Strong analytical skills and comfort working with customer success metrics to track and enhance client performance.
• Empathy, patience, and urgency to understand and address customer needs effectively.
• A collaborative, problem-solving mindset with the ability to adapt in a fast-paced, innovative environment.
• Self-starter with the ability to take ownership of the account/CS process from end to end, capable of working autonomously and driving results without constant oversight.
• Understanding of the logistics & supply chain industry, specifically on real-time transportation visibility platforms is a plus.
  Join us at Portcast and be part of a high-performing team shaping the future of the logistics and shipping industry through cutting-edge predictive analytics. You’ll have the opportunity to drive meaningful impact for our customers and help build a resilient supply chain ecosystem. If you’re passionate about customer success, innovation, and helping businesses unlock the power of data, we want to hear from you