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.

Global Head of Customer Success at ZeroNorth

ZeroNorth is at the forefront of transforming the global maritime industry through innovative SaaS solutions that optimise operations and drive sustainability. 

As the Global Head of Customer Success, you will be a pivotal executive leader, responsible for the overarching success and satisfaction of our rapidly expanding global customer base. 

You will own the global P&L, building and nurturing deep, strategic relationships with our maritime clients to ensure they achieve maximum value from our innovative platform and become strong advocates for ZeroNorth.

Key responsibilities:

• Direct, mentor, and inspire a high-performing, diverse, and international team of Customer Success leaders and professionals across all regions, fostering a unified global culture of excellence in exceeding customer expectations and achieving key performance metrics.
• Cultivate and maintain deep, strategic relationships with key maritime clients globally, proactively understanding their overarching strategic goals, diverse operational challenges across regions, and collaboratively defining global success criteria.
• Champion the global strategic adoption of ZeroNorth's innovative SaaS platform, empowering customers worldwide 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 global onboarding processes that clearly articulate our value proposition across different markets, facilitate smooth technical integration, and ensure rapid time-to-value for new customers globally.
• Act as the ultimate voice of the customer within ZeroNorth globally, strategically representing their needs, challenges, and providing critical feedback to influence global product development roadmaps, sales strategies, and marketing initiatives for enhanced global customer satisfaction.
• Collaborate strategically with the global Sales leadership to identify and execute opportunities for upselling and cross-selling across the global customer portfolio, directly contributing to significant Annual Recurring Revenue (ARR) growth and maximising global customer lifetime value.
• Develop and implement robust global mechanisms for gathering, analysing, and acting upon comprehensive customer intelligence and feedback from all regions, identifying global trends, proactively addressing potential global issues, and driving continuous improvement across our global products, services, and customer interactions.
• Define, meticulously track, and rigorously analyse key performance indicators (KPIs) related to the global Customer Success organisation's efficiency, the tangible success of our global customer partnerships, and the overall impact on critical global business outcomes, providing regular reporting and insights to the executive leadership team.

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 global leadership positions.
• A demonstrable history of successfully scaling high-performing Customer Success organizations globally within SaaS companies, with clear and measurable results in driving significant global 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 across global teams and externally with executive-level global clients.
• A robust analytical and data-driven mindset, with a proven ability to interpret complex global customer data, derive actionable insights relevant across regions, and leverage these insights to inform strategic global decisions and drive measurable improvements in global customer success outcomes.
• A comprehensive understanding of the complexities and nuances of serving diverse global customer segments, with a particular focus on large, globally operating enterprise organizations. Prior experience within the maritime industry on a global scale is a significant advantage.
• Demonstrated exceptional strategic thinking and a proven capacity to navigate and resolve complex global customer challenges effectively, utilizing a structured and solution-oriented approach that considers regional differences.
• Extensive knowledge of best practices in designing and delivering exceptional global customer onboarding journeys and ensuring consistently high-quality customer experiences within intricate, multi-service product environments across various regions.
• A genuine passion for technology and a strong intellectual curiosity about driving digital transformation and promoting sustainability within the global maritime sector.
• Fluent and articulate in both written and spoken English, with the ability to communicate effectively across diverse global and cultural backgrounds.
• Willingness to travel globally to engage directly with customers and build strong relationships across different regions.

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.