Head of Customer Success

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.