Senior Customer Success Manager, EMEA

As Senior Customer Success Manager, EMEA you will be the primary relationship owner for Sofar Wayfinder customers across the EMEA region — one of our fastest-growing and most strategically important markets while also being the most regulated market and the one where the commercial case for voyage optimization is sharpest. You'll partner closely with fleet operators, technical and commercial shoreside teams, and vessel crews to drive adoption, deliver measurable value, and build the kind of long-term partnerships that anchor Sofar's expansion in the region.

This is a high-impact, high-visibility role. You'll be the connective tissue between Sofar's global Customer Success practice and a market that is redefining how shipping companies approach voyage efficiency and sustainability. You will be based in Copenhagen and work alongside our EMEA sales team, our product and data science teams, and our 24/7 routing operation. This is a senior individual contributor role with a high degree of autonomy. You will own your portfolio end to end, set the approach for how to serve your accounts in the region, and be expected to drive it without close supervision.

What You'll Own

The full customer lifecycle for Wayfinder accounts across EMEA, from onboarding and fleet activation through renewal and expansion.

Commercial outcomes for your portfolio: measured fuel and cost savings per voyage, adoption across the contracted fleet, and vessel-count growth within existing accounts.

Regular performance reviews with owners, operators, and charterers, evidencing delivered savings and translating them into the next expansion conversation.

Portfolio health, identifying risk early and resolving it with urgency across both shoreside and technical stakeholders.

Renewal and expansion conversations in partnership with the EMEA sales team.

The voice of the customer, synthesizing feedback into a clear input to product roadmap and go-to-market decisions.

Represent Sofar at maritime industry events across EMEA, in hubs including Copenhagen, Hamburg, Athens, Oslo, London, Rotterdam, and Geneva.

What We're Looking For

Required

6+ years in customer success, account management, or commercial roles in B2B SaaS or maritime technology.

Demonstrated ownership of an enterprise or mid-market portfolio, including renewal and expansion revenue.

Credibility with a commercial maritime audience: comfortable with charter party terms, voyage economics, and the difference between an owner's, an operator's, and a charterer's incentives.

Track record of converting product capability into evidenced financial outcomes for a customer, and of holding that conversation with a CFO or Head of Operations.

Ability to operate autonomously, set your own priorities, and work across time zones in a distributed team without close direction.

Excellent communicator in English, across levels from Master and vessel crew to C-suite, and across the cultures of a region that runs from Athens to Oslo to Dubai.

Based in Copenhagen, with existing right to work in the EU and willingness to travel across EMEA. Relocation from within the EU is considered; visa sponsorship is not available.

Nice to Have

Direct experience with voyage optimization, weather routing, or vessel performance management.

Working knowledge of maritime decarbonization regulation, in particular EU ETS, FuelEU Maritime, and CII, and how compliance cost lands commercially.

Experience carrying a technical product in a customer-facing role, including working with data and API-level integration questions.

Additional European language proficiency, for example Danish, German, Greek, or Norwegian.

Passion for the ocean and a genuine connection to Sofar's mission.