About the Role Kaiko is a Series A maritime compliance SaaS company. We build AI-powered vessel inspection and compliance tools used by ship management companies globally. We are growing fast and need someone to own the entire post-sale customer experience. You will report directly to the COO and be responsible for our entire customer base. What You Own 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 Good Looks Like in 90 Days Every account has a documented health score and an assigned owner Activation playbook is live and in use QBR cadence running across top accounts You know the name, role, and sentiment of the key contact at every customer What You 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 Maritime or industrial sector experience is a bonus, not a requirement Compensation Competitive base plus performance bonus tied to NRR and expansion ARR. Equity available.