In its over 35 years of operation, NAPA has become a global leader in developing and scaling SaaS solutions, services, and data analysis for a safer, smarter, and more sustainable maritime industry. NAPA operates globally, with 220 employees in ten countries across Europe, Asia, and the Americas. To date, NAPA has 420 user organizations for its design solutions, nearly 3,000 installations onboard vessels, and a growing number of subscribers for its cloud-based fleet services.

Job Summary:

As a Customer Success Manager specializing in the maritime cruise industry, you will play a crucial role in ensuring exceptional customer experience and fostering long-term relationships with our B2B clients. You will focus on managing customer satisfaction, identifying opportunities for enhanced engagement, and delivering hands-on support. This role requires both in-depth experience in SaaS-based solutions and the ability to interact with customers in face-to-face meetings, ensuring you provide tailored support and value-driven recommendations.

This is a permanent and full-time position based in Germany. You’ll have the option to work remotely or alternatively in a hybrid model in the Hamburg area.

What you will be doing:

• Customer Success Management: Act as the main point of contact for a portfolio of B2B clients using NAPA's SaaS and on-premises solutions, ensuring they achieve maximum value from our products.

• Face-to-Face Interaction: Build trust and relationships through regular in-person meetings and customer site visits, particularly with cruise industry stakeholders.

• Client Onboarding & Training: Coordinate onboarding for new customers, ensuring they understand and can leverage our SaaS solutions effectively.

• Customer Growth & Retention: Identify and implement strategies to drive customer engagement, adoption of new features, and renewal of SaaS subscriptions.

• Performance Analysis: Analyze customer usage data and feedback to proactively improve satisfaction and advocate for customer needs internally.

• Collaborative Problem Solving: Work closely with cross-functional teams (sales, operations, and development) to resolve customer challenges and ensure alignment of goals.

• Maritime and Industry Expertise: Stay updated on maritime industry trends and share relevant insights with clients to enhance their operations.

What are we looking for?

• Relevant educational background, e.g. bachelor’s degree in business, Information Technology, or a related field.

• 3+ years of experience in a customer success role with a focus on SaaS solutions.

• Proven track record of working in a B2B environment, preferably with international clients.

• Experience in conducting face-to-face meetings with customers, building trust, and maintaining strong professional relationships.

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Strong organizational and multitasking skills to manage multiple accounts and priorities effectively

• Full English proficiently in written and spoken

• Knowledge of the maritime cruise industry or maritime technology solutions is seen as a plus

Why join us?

• Meaningful projects in an evolving maritime industry: tackling key trends like decarbonization, process innovation and digital transformation

• Development opportunities: we believe in success through learning and support continuous skill-building and professional growth

• Commitment & stability: with over 35 years of experience, NAPA is a reliable employer dedicated to safer, more sustainable and future-proof shipping

• Work culture: we value an open, self-organized and diverse working environment – at NAPA, you’re part of a friendly, global community

• Attractive benefits: Performance-based bonus program, extra vacation days and other perks that make your work even more rewarding

• Flexible working hours: Freedom to shape your own work – both remotely and/or in a hybrid model

• Global impact: contribute to meaningful change in the maritime sector through innovative and future-oriented projects

Read more about our values and culture: https://www.napa.fi/careers/ 

Ready to get on board and join the NAPA crew?

We kindly ask you to send your application and CV to us as soon as possible, but at the latest on 10th of November.

For more information about the position, please contact Lars Nickel (Managing Director) by e-mail: lars.nickel@napa.fi. 

With over 35 years of operation, NAPA is a leading software and data services provider for ship design and operations to enable safe, sustainable, and future-proof maritime industry. Headquartered in Finland, NAPA employs 200 experts, combining expertise in naval architecture, fleet operations and digital services. NAPA operates globally, with a presence in Japan, Korea, China, Singapore, the USA, Germany, Greece, Romania and India.

With over 90% of new vessels built by NAPA customers, NAPA’s ship design software is the global de facto standard in shipbuilding. Furthermore, NAPA is a market leader in ship stability management and safety data services for passenger ships, and its cloud-based solutions for ship performance monitoring and voyage optimization support shipping’s decarbonization journey. For more information, visit http://www.napa.fi.