About Windward:
Windward is the leading Maritime AI™ company, providing a decision support platform that accelerates global trade. Our platform empowers stakeholders to make real-time, predictive, intelligence-driven decisions with actionable visibility and maritime insights.
About the Role:
We are looking for a highly motivated and customer-focused Customer Success Manager (CSM) to join our Singapore-based team.
In this role, you will manage key relationships with governmental and enterprise customers across the APAC region, acting as the primary point of contact for your customers.
Your mission will be to ensure customer success through adoption, satisfaction, and measurable business value, while identifying opportunities to support growth and expansion. You will collaborate closely with cross-functional teams, including Product, R&D, Sales, and Professional Services, to deliver an outstanding customer experience.
Key Responsibilities:
- Serve as the primary point of contact for assigned customers, managing all aspects of the relationship including technical issues, adoption, renewals, and growth opportunities.
- Ensure customers derive maximum value from the platform by promoting usage, adoption, and best practices through tailored onboarding, training, and feature introductions.
- Proactively manage customer sentiment, identify risks, and work with internal teams to ensure service quality meets or exceeds SLA expectations.
- Act as the voice of the customer internally, providing actionable feedback to influence product improvements and roadmap priorities.
- Partner with the Sales team to support upsell and cross-sell opportunities and help drive business growth.
- Stay up to date on new features and capabilities, ensuring customers are effectively enabled and informed.
- Manage and prioritize multiple customer engagements and strategic projects simultaneously.
- 2–3 years of experience in Customer Success or Account Management, preferably in a SaaS company.
- Proven experience working with government customers – must have.
- Familiarity with the Maritime Domain and/or Intelligence Operational Analysis (including OSINT/VISINT/SIGINT) – an advantage.
- Exceptional communication and interpersonal skills, with the ability to engage both users and executives.
- Strong project management skills and the ability to handle multiple priorities in a fast-paced environment.
- Experience with Customer Success tools (e.g., CS platforms, Salesforce, helpdesk systems, training tools).
- Self-starter with strong analytical, problem-solving, and organizational abilities.
- Experience working with B2G customers, with an understanding of commercial and procurement processes – an advantage.
- Willingness to travel up to 30% of the time across the APAC region, as required.
- Proven experience delivering training sessions and presentations to diverse and senior-level audiences.
Why Windward:
At Windward, you’ll join a mission-driven company shaping the future of global maritime intelligence. You’ll be part of a collaborative and innovative environment that values impact, growth, and authenticity.
