Senior Customer Success Manager

Responsibilities

• Maintain a meaningful level of engagement with clients and act as the primary point of contact for their inquiries.
• Organize client sessions to ensure strong engagement and foster client relationships.
• Coach users to become experts on Kpler’s terminal, Excel add-in, API, and data integration.
• Identify upsell and cross-sell opportunities for commercial teams based on client needs.
• Proactively align client goals with the offerings provided by Kpler.
• Continuously improve the Customer Success process, including knowledge base articles, internal tools, and support FAQs.
• Ensure all client documentation, reviews, and projects are up-to-date in Salesforce.
• Engage clients daily via email, phone, video calls, and face-to-face meetings on diverse topics (product features, usage, support).
• Liaise with internal teams such as Sales, Product, and Engineering to maximize client satisfaction and product usage.

Requirements

• 4+ years of customer success experience in Commodities, Energy, Shipping, or Fintech sectors.
• Bilingual: proficiency in English and Arabic.
• Experience managing large client portfolios.
• Outgoing, personable, and client-focused, with strong relationship-building abilities.
• Highly organized, proactive, and comfortable working both independently and within a team.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Proficiency with CRM tools, such as Salesforce.
• Strong empathy and listening skills to understand and address customer needs.
• Commitment to client satisfaction and ownership of projects.
• Hands-on experience with APIs, data structures, or other technical concepts is advantageous but not mandatory.

Preferred Qualifications

• Experience in roles within commodities, energy, shipping, or fintech sectors.
• Familiarity with programming languages or data integration is a plus.
• Previous experience in multinational or multicultural teams.

Benefits

• Inclusive and diverse work environment
• Continuous learning and professional development
• Global team exposure

About the Company

Kpler is a leading provider of intelligence and insights for the commodities, energy, and maritime sectors. Since 2014, Kpler has empowered organizations to make informed decisions by simplifying global trade information. Powered by a team of over 700 experts from 35+ countries, Kpler transforms intricate data into actionable strategies through user-friendly platforms. The company values innovation, collaboration, and accessibility, fostering an environment where employees are encouraged to build relationships and grow their expertise. Kpler is committed to diversity, inclusion, and equal opportunity, welcoming professionals from all backgrounds and experiences.