Senior Customer Success Manager, EMEA

About the role

As Senior Customer Success Manager for the EMEA region, you will own the relationship with Sofar Wayfinder customers across one of the company’s fastest‑growing and most regulated markets. You will work closely with fleet operators, technical and commercial shoreside teams, and vessel crews to drive adoption, deliver measurable value and build long‑term partnerships. Based in Copenhagen, you will act as the connective tissue between Sofar’s global Customer Success practice and the regional market.

Key responsibilities

• Manage the full customer lifecycle for Wayfinder accounts across EMEA, from onboarding and fleet activation through renewal and expansion.
• Deliver commercial outcomes such as measured fuel and cost savings per voyage, fleet adoption and vessel‑count growth.
• Conduct regular performance reviews with owners, operators and charterers, translating savings into expansion conversations.
• Monitor portfolio health, identify risks early and resolve them with technical and shoreside stakeholders.
• Lead renewal and expansion discussions in partnership with the EMEA sales team.
• Represent the voice of the customer, feeding feedback into product roadmap and go‑to‑market decisions.
• Present Sofar at maritime industry events across EMEA (e.g., Copenhagen, Hamburg, Athens, Oslo, London, Rotterdam, Geneva).

Required profile

• Minimum 6 years of experience in customer success, account management or commercial roles within B2B SaaS or maritime technology.
• Proven ownership of an enterprise or mid‑market portfolio, including renewal and expansion revenue.
• Credibility with a commercial maritime audience, comfortable with charter‑party terms, voyage economics and stakeholder incentives.
• Track record of converting product capabilities into documented financial outcomes and presenting them to CFOs or Heads of Operations.
• Ability to work autonomously, set priorities and collaborate across time zones in a distributed team.
• Excellent communication skills in English, engaging audiences from vessel crew to C‑suite across the EMEA region.
• Based in Copenhagen with the right to work in the EU and willingness to travel throughout EMEA.

Required skills

• Voyage optimization and weather routing.
• Vessel performance management.
• Knowledge of maritime decarbonisation regulations (EU ETS, FuelEU Maritime, CII).
• Experience with data and API‑level integration in a customer‑facing role.
• Understanding of charter‑party terms and voyage economics.