Head of Customer Success
Kaiko Systems · Berlin, DE
Kaiko is a Series A maritime compliance SaaS company. We build AI-powered vessel inspection and compliance tools used by ship management companies globally....
Job description
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 cust...