Junior Customer Success Manager

Manages an assigned portfolio of Strategic and Scale tier accounts. Owns the customer relationship, monitors health and usage, and ensures commercial risks and opportunities reach the right people at the right time.

Operates within established playbooks and escalation paths. Uses judgement within defined frameworks and checks in on non-standard situations rather than acting unilaterally.

Improves retention outcomes and commercial visibility across a meaningful slice of the customer base. Brings early signal that enables better decisions by senior team members.

Keeps the function informed. Surfaces what is happening in accounts, flags what matters, and ensures risks and opportunities do not go unnoticed.

The Junior CSM is a customer-facing role with relationship ownership. You carry a defined portfolio of Strategic and Scale tier accounts and are the person those customers hear from regularly. The relationships you build and maintain are real, and the outcomes in your portfolio are yours to influence.

Alongside the relationship motion, you are expected to develop commercial awareness across your accounts. That means understanding what each customer needs to stay and grow, identifying when something has changed that creates a risk or an opportunity, and routing that signal clearly to the relevant Account Executive or Head of Customer Success. You do not own the commercial outcome at IC1, but you are expected to see it coming and say so.

This role is designed for someone early in their customer success career who wants to build a strong foundation: product knowledge, customer instinct, commercial awareness, and the discipline to run a portfolio well. The path to IC2 CSM runs directly through demonstrating all of those things with increasing independence.

• Own the ongoing relationship with your assigned portfolio. You are the primary point of contact for those accounts within the Customer Success function.
• Run regular touchpoints appropriate to the tier and account context. These should feel like genuine conversations, not check-in formalities.
• Build familiarity with how each customer uses Sedna, what their workflows look like, and what matters to the key people you deal with.
• Support the execution of Mutual Success Plans where they are in place, tracking progress against agreed milestones and flagging slippage early.

• Identify and escalate commercial signals in your portfolio: churn risk, dissatisfaction, reduced engagement, contract renewal flags, and potential for expansion.
• Be specific when escalating. A clear summary of what you are seeing, why it matters, and what you think is happening is more useful than a general alert.
• Do not sit on signals. The value of this role to the commercial function depends on surfacing things early enough for someone to act.
• Develop the habit of thinking about accounts in commercial terms, not just relationship terms. Understanding why a customer might leave or grow is part of the job.

• Monitor usage, sentiment, and health signals across your portfolio on a defined cadence. Know what is happening in your accounts without being prompted.
• Ensure health score data in Salesforce reflects what you are actually seeing in the account. If the data and the reality do not match, update the data and flag the discrepancy.
• Identify accounts that are drifting and escalate to the relevant CSM or Head of Customer Success with enough lead time to act.

• Identify accounts where a training gap is contributing to adoption risk or stalled usage and flag to the Education team via the defined process.
• Track whether Education touchpoints have landed and incorporate that into your account health picture.

• Log interactions, outcomes, and signals in Salesforce consistently. The record should reflect what is actually happening in the account.
• Keep tier, lifecycle stage, renewal timing, and health score data current. Clean data is a function-wide dependency and a direct responsibility of this role.

• You know your portfolio. You can describe the health, context, and recent history of your accounts without needing to look it up.
• Your escalations are timely and specific. The Account Executives and Head of Customer Success trust the signals you are surfacing.
• Your Salesforce data is current, accurate, and trusted.

• No account in your portfolio has surprised anyone. Risks and opportunities have surfaced through your signal-raising, not through external escalation.
• You are thinking about your accounts in commercial terms, not just relationship terms. You understand what is driving retention and what is putting it at risk.
• You have a clear picture of the gap between IC1 and IC2 and are working against it with your manager's support.

• Logo retention rate on portfolio
• Account health score distribution: proportion of portfolio in green vs amber vs red at end of each quarter
• Escalation accuracy: commercial risks and opportunities flagged before they deteriorate or pass, not after
• Touchpoint coverage: proportion of portfolio accounts receiving at least one meaningful interaction per quarter
• Salesforce data currency: lifecycle stage, health scores, and renewal data updated within defined SLA
• Customer satisfaction score on managed touchpoints

• Some experience in a customer-facing role, ideally in SaaS or operational software
• Clear written and verbal communication
• Comfortable using data to inform decisions and identify patterns
• Organised and reliable in managing a portfolio of relationships and commitments
• Proactive in flagging problems and surfacing information rather than waiting for someone to ask

• Background in maritime, shipping, or logistics
• Experience with Salesforce or similar CRM tools

The path to IC2 Adoption Manager is through demonstrated judgement and growing commercial ownership. The shift is not about doing more of the same work faster. It is about showing that you understand your accounts well enough to have a view on what they need, that you can navigate non-standard situations without close supervision, and that you are ready to carry direct commercial accountability on a portfolio. The quality of your escalations, the depth of your account knowledge, and how you handle complexity when it arises is what builds that case.

Finally, culture is important to us, so we also look for candidates who share our values:

• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.