Customer Success Manager

ABOUT HARBOR LAB

Founded in 2020 in Greece Harbor Lab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-endAI-powered SaaS platformtransforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs) bringing automation real-time data control and transparency to one of the most complex and costly parts of global shipping.

But we dont stop there. Harbor Lab also powers a thrivingMarketplace connecting Principals with a global network of vetted Port Agents and Vendors.

At Harbor Labpeople come first. Our culture is anchored in ambition trustworthiness genuine care and agilityvalues we bring to every interaction with our customers and our team. Were proud to be consistently recognized as aBest Workplace() and recently certified as aGreat Place to Work (2024).

If youre looking to make a global impact grow alongside passionate peers and shape the future of maritime innovationwed love to meet you.

ABOUT THE ROLE

As a Customer Success Manager you will own the day-to-day success and long-term outcomes of a portfolio of HarborLab customers. You will guide customers from onboarding through adoption value realization and renewal acting as their primary operational and strategic counterpart (commercial ownership remains with Sales).

This is a hands-on customer-facing role focused on execution trust and outcomes. You will work closely with Sales Product and Operations to ensure customers adopt HarborLab effectively and achieve measurable business value.

This role is ideal for someone who understands Customer Success in practice is comfortable owning relationships independently and wants to grow within a structured high-impact environment.

WHAT YOU WILL BE DOING

• Own the ongoing relationship with a portfolio of customers after onboarding acting as their primary point of contact.
• Support customers in achieving their goals by guiding adoption and effective use of HarborLab over time.
• Build strong trust-based relationships with customer stakeholders through regular engagement and understanding of their needs.
• Maintain awareness of customer usage engagement and overall health to identify risks and opportunities early.
• Support customer growth by identifying ways HarborLab can deliver additional value as customer needs evolve.
• Contribute to customer advocacy by capturing feedback learnings and success stories as customers realize value.
• Work closely with internal teams to ensure customer needs are understood and addressed as the product and services evolve.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE

• 3 years of experience in a customer-facing B2B SaaS role such as Customer Success Account Management or Implementation working with active customer portfolios.
• A solid understanding of how customers adopt software over time and how value is realized through consistent usage and engagement.
• The ability to build trusted professional relationships with customer stakeholders and act as a reliable day-to-day partner.
• A sharp structured way of thinking with the ability to break down problems ask the right questions and propose practical solutions.
• Strong communication and problem-solving skills with confidence working across teams to move things forward.
• A collaborative mindset enjoying teamwork and shared ownership of outcomes rather than working in isolation.
• Comfort using data signals or basic metrics to understand customer health usage patterns and areas for improvement.
• Experience working in operational logistics or process-driven environments is a plus but not required.
• A healthy sense of ambition with motivation to grow learn and take on increasing responsibility over time.
• Familiarity with maritime logistics or operations SaaS is a plus.

SUCCESS IN THIS ROLE MEANS

• Customers are engaged supported and confident using HarborLab as part of their regular operations.
• Adoption and usage across your customer portfolio improve steadily over time.
• Customer relationships are stable and trust-based with positive sentiment and clear advocacy emerging.
• Risks or issues are identified early and addressed before they escalate.
• Customers expand their use of HarborLab as their needs evolve driven by value rather than pressure.
• Customer feedback and learnings consistently inform internal improvements to product and delivery.
• You work effectively as part of the team contributing to a positive reliable and high-trust working environment.
• Your portfolio is managed in a structured reliable way that supports a scalable and consistent customer experience.

WHAT WE OFFER

• Attractive compensation package based on experience and skillset
• 30 days of paid annual leave
• Comprehensive private health insurance coverage for your entire family
• Hybrid way of work
• Yoga classes Life Coach Running Coach and Kick-Boxing Sessions
• Cool start-up environment (with swag and much more)

*Harbor Lab is certified as Great Place to Work in Greece and is an equal opportunity employer and prohibits discrimination on the basis of race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

**Harbor Lab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. We will keep your resume in our database for any future case you want to be deleted from our database you can contact us at

***If you are applying to this job post then we assume that you have the legal right to work in the EU.

#LI-Hybrid

Required Experience:

Manager