At ZeroNorth, we are at the forefront of transforming the shipping industry through digital innovation. Our solutions go beyond optimizing business operations, they are designed to lead the industry in sustainability by significantly reducing CO2 emissions.
Our core mission of making global trade greener drives everything we do. Your contributions will play a crucial role in reducing emissions, aligning commercial success with sustainability, and delivering benefits for both profitability and the environment.
ZeroNorth is powered by a diverse team of 550+ professionals with more than 38 nationalities, operating out of global hubs including Copenhagen (our headquarters), Athens, Chennai, Mumbai, New York, San Diego, Singapore, Sofia, and Tokyo. We are leading the industry's green transition, enabling our partners to leverage data for actionable decarbonization efforts.
Head of Customer Success at ZeroNorth
As Head of Customer Success for Asia & Japan at ZeroNorth, you will be at the forefront of a pioneering SaaS company driving the digital and green transformation of the global maritime industry. You will spearhead our rapidly expanding customer success operations across this vital region, owning the significant and growing P&L.
Your mission will be to cultivate deep, strategic relationships with our maritime clients, ensuring they achieve maximum value from our innovative solutions and become strong advocates.
As a key senior strategic leader, you will quickly understand our existing framework and be instrumental in developing and implementing a scalable, customer-centric success strategy tailored for Asia & Japan.
Leading a substantial team of approximately 5 professionals based in Singapore, Mumbai, and Chennai, you will collaborate closely with Sales, Product, and Marketing to deliver exceptional customer experiences that directly fuel revenue growth and contribute to a more sustainable maritime future.
This is a unique opportunity to make a significant impact, shaping the adoption of the newest technology and driving tangible change in a critical global industry.
Your responsibility:
- Direct, mentor, and motivate a diverse, international team of Customer Success leaders and professionals across Asia & Japan, fostering a culture of excellence in exceeding customer expectations and achieving key performance metrics.
- Build and nurture deep, long-term relationships with key maritime clients, proactively understanding their strategic goals, unique operational challenges, and collaboratively defining success criteria.
- Champion the strategic adoption of ZeroNorth's innovative SaaS platform, empowering customers with comprehensive knowledge and insights to fully leverage its capabilities and achieve significant operational efficiencies and sustainability outcomes.
- Design and oversee the implementation of seamless and effective onboarding processes that clearly articulate our value proposition, facilitate smooth technical integration, and ensure rapid time-to-value for new customers.
- Act as the voice of the customer within ZeroNorth, strategically representing their needs, challenges, and providing critical feedback to influence product development roadmaps, sales strategies, and marketing initiatives for enhanced customer satisfaction.
- Collaborate strategically with the Sales organization to proactively identify and execute opportunities for upselling and cross-selling within your customer portfolio, directly contributing to significant Annual Recurring Revenue (ARR) growth and maximizing customer lifetime value.
- Develop and implement robust mechanisms for gathering, analyzing, and acting upon comprehensive customer intelligence and feedback, identifying key trends, proactively addressing potential issues, and driving continuous improvement across our products, services, and customer interactions.
- Define, meticulously track, and rigorously analyze key performance indicators (KPIs) related to the Customer Success organization's efficiency, the tangible success of our customer partnerships, and the overall impact on critical business outcomes, providing regular reporting and insights to leadership.
Your profile:
- Possess 10+ years of progressive leadership experience in customer-facing roles within fast-paced, international B2B SaaS environments, demonstrating a proven track record of success in senior management positions.
- Exhibit a demonstrable history of successfully scaling high-performing Customer Success organizations within SaaS companies, with clear and measurable results in driving significant customer retention, expansion, and overall growth.
- Demonstrate outstanding communication, interpersonal, and presentation skills, with a proven ability to build rapport, establish credibility, and effectively influence stakeholders at all levels, both internally and with executive-level clients.
- Possess a robust analytical and data-driven mindset, with a proven ability to interpret complex customer data, derive actionable insights, and leverage these insights to inform strategic decisions and drive measurable improvements in customer success outcomes.
- Exhibit a comprehensive understanding of the complexities and nuances of serving diverse customer segments, with a particular focus on large, globally operating enterprise organizations. Prior experience within the maritime industry is considered a significant advantage.
- Demonstrate exceptional strategic thinking and a proven capacity to navigate and resolve complex customer challenges effectively, utilizing a structured and solution-oriented approach.
- Possess extensive knowledge of best practices in designing and delivering exceptional customer onboarding journeys and ensuring consistently high-quality customer experiences within intricate, multi-service product environments.
- Exhibit a genuine passion for technology and a strong intellectual curiosity about driving digital transformation and promoting sustainability within the global maritime sector.
About ZeroNorth
At ZeroNorth, we aim to make global trade sustainable by steering the maritime industry toward zero emissions. Using advanced technology and trusted data, our platform delivers real-time insights to optimize operations and align commercial success with environmental impact.
We partner with customers on their journey toward sustainability, solving complex challenges and empowering informed decisions that benefit both the planet and their bottom line.
Our culture thrives on growth, inclusion, and collaboration. We value honesty, trust, and the unique contributions of every team member, driving meaningful change together. Let's make global trade green.