Customer Success Manager

ABOUT HARBOR LAB 

Founded in 2020 in Greece, Harbor Lab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-end, AI-powered SaaS platform transforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs), bringing automation, real-time data, control and transparency to one of the most complex and costly parts of global shipping.

But we don’t stop there. Harbor Lab also powers a thriving Marketplace, connecting Principals with a global network of vetted Port Agents and Vendors.

At Harbor Lab, people come first. Our culture is anchored in ambition, trustworthiness, genuine care, and agility—values we bring to every interaction with our customers and our team. We're proud to be consistently recognized as a Best Workplace (2021, 2022, 2023) and recently certified as a Great Place to Work (2024).

If you're looking to make a global impact, grow alongside passionate peers, and shape the future of maritime innovation—we’d love to meet you.

ABOUT THE ROLE 

As a Customer Success Manager, you will own the day-to-day success and long-term outcomes of a portfolio of HarborLab customers. You will guide customers from onboarding through adoption, value realization, and renewal, acting as their primary operational and strategic counterpart (commercial ownership remains with Sales).

This is a hands-on, customer-facing role focused on execution, trust, and outcomes. You will work closely with Sales, Product, and Operations to ensure customers adopt HarborLab effectively and achieve measurable business value.

This role is ideal for someone who understands Customer Success in practice, is comfortable owning relationships independently, and wants to grow within a structured, high-impact environment.

WHAT YOU WILL BE DOING 

• Own the ongoing relationship with a portfolio of customers after onboarding, acting as their primary point of contact.
• Support customers in achieving their goals by guiding adoption and effective use of HarborLab over time.
• Build strong, trust-based relationships with customer stakeholders through regular engagement and understanding of their needs.
• Maintain awareness of customer usage, engagement, and overall health to identify risks and opportunities early.
• Support customer growth by identifying ways HarborLab can deliver additional value as customer needs evolve.
• Contribute to customer advocacy by capturing feedback, learnings, and success stories as customers realize value.
• Work closely with internal teams to ensure customer needs are understood and addressed as the product and services evolve.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE 

• 3+ years of experience in a customer-facing B2B SaaS role such as Customer Success, Account Management, or Implementation, working with active customer portfolios.
• A solid understanding of how customers adopt software over time and how value is realized through consistent usage and engagement.
• The ability to build trusted, professional relationships with customer stakeholders and act as a reliable day-to-day partner.
• A sharp, structured way of thinking, with the ability to break down problems, ask the right questions, and propose practical solutions.
• Strong communication and problem-solving skills, with confidence working across teams to move things forward.
• A collaborative mindset, enjoying teamwork and shared ownership of outcomes rather than working in isolation.
• Comfort using data, signals, or basic metrics to understand customer health, usage patterns, and areas for improvement.
• Experience working in operational, logistics, or process-driven environments is a plus, but not required.
• A healthy sense of ambition, with motivation to grow, learn, and take on increasing responsibility over time.
• Familiarity with maritime, logistics, or operations SaaS is a plus.

SUCCESS IN THIS ROLE MEANS

• Customers are engaged, supported, and confident using HarborLab as part of their regular operations.
• Adoption and usage across your customer portfolio improve steadily over time.
• Customer relationships are stable and trust-based, with positive sentiment and clear advocacy emerging.
• Risks or issues are identified early and addressed before they escalate.
• Customers expand their use of HarborLab as their needs evolve, driven by value rather than pressure.
• Customer feedback and learnings consistently inform internal improvements to product and delivery.
• You work effectively as part of the team, contributing to a positive, reliable, and high-trust working environment.
• Your portfolio is managed in a structured, reliable way that supports a scalable and consistent customer experience.

WHAT WE OFFER 

• Attractive compensation package based on experience and skillset 
• 30 days of paid annual leave 
• Comprehensive private health insurance coverage for your entire family 
• Hybrid way of work  
• Yoga classes, Life Coach, Running Coach and Kick-Boxing Sessions 
• Cool start-up environment (with swag, and much more) 

Equal Opportunity Statement

Harbor Lab is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and prohibit discrimination on the basis of race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.

Data Protection (GDPR)

Harbor Lab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). The information provided as part of your job application will be used solely for recruitment purposes. Your data may be retained in our talent database for future opportunities. You may request access to, correction of, or deletion of your personal data at any time by contacting [email protected].

Right to Work

By applying for this position, you confirm that you have the legal right to work in the European Union.
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