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Open nowPosted yesterday

Head of Customer Success

CAPTAIN'S EYE ASIA PTE. LTD.

Pay
SGD 12,000 – SGD 17,000 a Monthly
Where
West, Singapore
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Your applicationOpen nowHead of Customer SuccessCAPTAIN'S EYE ASIA PTE. LTD. · West, Singapore

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This job: posted yesterday

The posting

Head of Customer Success, Captain’s Eye, Singapore

Captain’s Eye is a fast-growing AI tech company changing safety and operational efficiency in the maritime industry through advanced CCTV and real-time video analytics. Shipping companies worldwide use our platform for smart surveillance, actionable insights and proactive risk management.

Role Overview

We are looking for a Singapore based Head of Customer Success to build and lead our Customer Success department. You will own the full post-sale journey: onboarding, adoption, support, retention and expansion across our global client base. You will lead the CSM and support teams and report directly to the CEO.

Key Responsibilities

  • Lead, mentor and grow the Customer Success team, including CSMs (with Japanese-speaking CSMs) and the support function
  • Define and run the CS strategy, playbooks and processes: onboarding, health scoring, QBRs, renewals and escalations
  • Own retention, renewal and net revenue retention (NRR) targets; drive upsell and cross-sell together with Sales
  • Act as the senior escalation point and executive sponsor for key shipowner and ship management accounts
  • Set up and track CS KPIs (adoption, usage, satisfaction, churn risk) using CRM and analytics tools
  • Work closely with Sales, Product, R&D and field engineering to turn customer feedback into product and service improvements
  • Oversee the support process and SLAs, making sure fleet issues are resolved quickly and well
  • Hire, train and onboard new team members as the department grows
  • Travel regionally to client offices and, when needed, on board vessels

Requirements

  • Minimum 8 years in Customer Success, Account Management or a similar role, with at least 3 years leading teams
  • Proven track record owning retention and growth of B2B enterprise accounts
  • Experience in B2B SaaS, AI, IoT or video analytics companies
  • Strong data skills: comfortable with CRM (Salesforce or similar) and product analytics tools
  • Excellent communication, presentation and stakeholder management skills in English
  • Experience working in multicultural, international environments
  • Willingness to travel regionally and occasionally visit vessels
  • Bachelor’s degree or higher

Strong advantage

  • Maritime background: shipping, ship management, marine technology or seagoing experience
  • Experience building a CS department from the ground up in a scaling company

Why Join Captain’s Eye

  • Build and shape the Customer Success department of a fast-growing global AI company
  • Work with leading shipping companies across Asia, Europe and beyond
  • Make a real impact on safety at sea: our system has detected fires on board before the smoke detectors did
  • Competitive package and a dynamic, mission-driven team

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