Strategic Customer Success Manager

Portcast is a venture-backed startup that predicts global trade flows to help logistics and shipping companies become more resilient and profitable. We are a predictive analytics company offering a fast-paced, innovative environment where you will be empowered to drive value for our clients, collaborating closely to align our AI-powered insights with their business goals. We are customer-obsessed and are constantly working to provide our clients access to actionable and insightful data to build resilient supply chains.

Based in Singapore and backed by leading VCs and senior industry advisors, Portcast is a team of tech and industry talent building a game-changing product for the logistics and shipping industry.

About the Role:
We are seeking a Strategic Customer Success Manager to join our team in Japan. In this role, you will play a critical role in developing and nurturing relationships with mid-sized to enterprise-level accounts, focusing on building strategic partnerships with large, complex clients. You’ll align Portcast’s product solutions with customer success needs, adopting a proactive approach to address and anticipate client requirements.

What Success Looks Like in This Role:

• Expansion of existing accounts through a deep understanding of customer needs, identifying opportunities for growth, and consistently delivering value to drive satisfaction and retention.
• Collaboration with the Sales team to convert trial users into long-term clients, establishing a consistent stream of paid trials and successful conversions.
• Building and maintaining strong, strategic relationships with clients to position Portcast as an essential partner, ensuring high levels of customer advocacy and positive feedback.

What You’ll Do:

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
• Serve as a trusted advisor to our clients, aligning Portcast’s solutions with their strategic goals and addressing their unique challenges.
• Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcast’s value proposition.
• Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction.
• Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact.
• Proactively identify and act on opportunities for account expansion, contributing to Portcast’s revenue growth and customer retention goals.
• Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable.
• Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.

To Thrive in This Role, You Must Have:

• A bachelor's or master's degree or equivalent, ideally with specialization in Business, Marketing, Engineering, Computer Science, or related disciplines.
• At least 3-5+ years of experience in customer success, sales, or account management within a B2B SaaS environment (experience with AI/data solutions and the LogTech or shipping industry is a plus).
• Proven ability to manage complex, strategic customer relationships, with a focus on driving outcomes that align with both customer and company goals.
• Exceptional communication and consultative skills, with the ability to effectively engage and influence senior stakeholders in enterprise organizations.
• Strong analytical skills and comfort working with customer success metrics to track and enhance client performance.
• Empathy, patience, and urgency to understand and address customer needs effectively.
• A collaborative, problem-solving mindset with the ability to adapt in a fast-paced, innovative environment.
• Self-starter with the ability to take ownership of the account/CS process from end to end, capable of working autonomously and driving results without constant oversight.
• Understanding of the logistics & supply chain industry, specifically on real-time transportation visibility platforms is a plus.

Join us at Portcast and be part of a high-performing team shaping the future of the logistics and shipping industry through cutting-edge predictive analytics. You’ll have the opportunity to drive meaningful impact for our customers and help build a resilient supply chain ecosystem. If you’re passionate about customer success, innovation, and helping businesses unlock the power of data, we want to hear from you!