Head of Customer Success

About the role

Kaiko is a Series A maritime compliance SaaS company building AI-powered vessel inspection and compliance tools used by ship management companies globally. You will report directly to the COO and be responsible for the entire customer base and post-sale customer experience.

What you'll do

• Onboarding: Get newly signed customers live and delivering value quickly. Run a structured activation playbook. Set milestones, own delivery.
• Customer Health: Build and maintain a health scoring system across all accounts. Know which customers are thriving, which need attention, and act on both.
• Retention and Expansion: Run structured QBRs. Own upsell and cross-sell across our six platform modules. You are a revenue driver, not just a support function.
• Team Management: Lead, coach, and develop customer-facing team members. Set clear targets, run weekly reviews, hold the standard.

What you'll need

• 5+ years in customer success or account management at a B2B SaaS company
• Proven track record managing a CS team, not just performing as a strong individual contributor
• Experience owning NRR, GRR, or expansion revenue targets
• A bias toward action; you do not wait to be told twice
• Comfortable operating within a defined strategy while owning execution completely

Nice to have

• Maritime or industrial sector experience

What they offer

• Competitive base plus performance bonus tied to NRR and expansion ARR
• Equity available