As a Customer Success Manager (CSM) focused on energy clients across Canada and the United States, you will own and manage a portfolio of clients, driving high levels of adoption, engagement, and retention. You'll act as a trusted advisor and advocate, helping clients maximize the value of Kpler's commodity and maritime intelligence intelligence solutions. By building strong client partnerships and understanding their operational needs, you'll ensure meaningful engagement with Kpler while identifying opportunities to deepen adoption and deliver long-term value.
Responsibilities- Build and nurture strong, proactive relationships with clients across the North American region, acting as a trusted partner throughout the customer lifecycle.
- Deliver seamless onboarding experiences, ensuring clients are effectively set up and positioned to realise value from Kpler's solutions.
- Develop and execute tailored client engagement strategies to drive adoption, improve user experience, and maximise platform utilisation.
- Provide expert support across email, calls, and in-person meetings, becoming a trusted point of contact for client questions relating to maritime data, workflows, and platform capabilities.
- Monitor client usage, engagement, and business outcomes, proactively identifying opportunities to better align Kpler's solutions with client objectives, including voyage planning, competitive analysis, and risk mitigation.
- Partner closely with Sales to identify expansion opportunities, support renewals, and demonstrate client value through data-driven impact narratives.
- Collaborate with Product and Engineering teams to communicate client feedback, identify recurring needs, and help translate insights into actionable product improvements.
- Maintain accurate and up-to-date client records in Salesforce, including engagement plans, success metrics, opportunities, and renewal risks.
- Proactively identify and address risks to client satisfaction, adoption, and retention, escalating issues where appropriate and coordinating cross-functional resolution.
- Share customer insights, market trends, and recurring use cases internally to help inform product development, commercial strategy, and broader customer success initiatives.
Skills and Experience- 2+ years of experience in Customer Success, Account Management, or a client-facing role, ideally within oil and gas, energy, commodities, data, SaaS, or DaaS.
- Strong understanding of energy research workflows, industry stakeholders, and commodity tracking data, with the ability to confidently discuss data and analytics topics with clients.
- Proven experience managing a diverse book of business across accounts of varying complexity, driving adoption, engagement, retention, and measurable customer outcomes.
- Excellent communication and relationship-building skills-empathetic, attentive, and client-first, with the ability to build trusted relationships with clients.
- Highly organised and self-motivated, with a knack for understanding client needs, translating them into actionable plans, and proactively identifying opportunities to add value.
- Customer-centric and product-oriented, with a strong understanding of how to connect client objectives with product capabilities and drive meaningful adoption.
- Technically competent, with familiarity with data platforms, Excel, APIs, Python, and CRM systems such as Salesforce.
- Curious and ambitious, with a desire to continuously learn, challenge the status quo, and identify opportunities to improve the customer experience.
- Collaborative and adaptable, comfortable working cross-functionally with Sales, Product, Engineering, and other teams in a fast-paced, global environment.
