Why This Job is Featured on The SaaS Jobs
Leading Customer Success for an AMER portfolio at Kpler sits at the intersection of SaaS delivery and data-driven decision support. With a product rooted in complex trade, energy, and maritime intelligence, the Customer Success function is central to translating sophisticated datasets into ongoing customer outcomes and renewals. The remit signals a mature recurring-revenue model where retention, expansion, and executive-level relationship management are core levers.
From a SaaS career perspective, this role builds durable leadership experience around renewal forecasting, risk management, and performance coaching, all competencies that travel well across subscription businesses. Managing escalations and shaping account planning also develops the operational side of Customer Success, including how customer feedback influences product and go-to-market priorities. The emphasis on analyzing client health data adds a measurable, systems-oriented dimension that is increasingly expected in modern CS organizations.
This position fits a people leader who prefers a hands-on management style and is comfortable balancing team development with direct ownership of commercial outcomes. It will suit someone who enjoys cross-functional influence, can operate with a regional mandate, and wants to deepen expertise in data-heavy SaaS or DaaS environments where domain knowledge strengthens customer credibility.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.
Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.
This role leads Kpler’s Customer Success team for the AMER region, overseeing a portfolio of key accounts and driving strong customer outcomes. The position is highly hands-on, with direct responsibility for enabling CSM performance and ensuring consistently high renewal rates.
Responsibilities
- Lead, coach, and manage a team of Customer Success Managers, fostering high performance and accountability.
- Attract, develop, and retain top Customer Success talent; oversee hiring and onboarding of new CSMs as needed.
- Own the renewal pipeline, including forecasting, risk identification, and mitigation planning.
- Serve as the escalation point for complex renewals and strategic customer relationships.
- Ensure the book of business is positioned for expansion through strong value delivery and account planning.
- Act as the voice of the customer, sharing insights and feedback with internal stakeholders to influence product, sales, and strategy.
Skills and Experience
- 2+ years of experience leading a Customer Success team.
- Proven experience managing distributed, multicultural team.
- Demonstrated ability to grow, coach, and develop senior Customer Success Managers..
- Knowledge of the energy sector.
- Experience working in a fast-growing SaaS or DaaS environment.
- Strong people management and leadership skills.
- Ability to analyze client health data and identify trends to inform action.
- Technical competence and confidence discussing data-related topics.
- Highly customer-centric and product-oriented, with a focus on driving measurable outcomes.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happen
We act decisively and with purpose, going the extra mile.
We build together
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
