We are a growing SaaS start-up with an international team that brings maritime workforce management into the 21st century! Backed by strong investor support and with more than 10,000 crew changes executed in the platform each year and over 500 vessels globally, we’re passionate about solving overlooked problems in the maritime industry.
Over 90% of global trade depends on ships, and the 2 million mission-critical seafarers who operate them to keep our economy running. At Tilla, we’re dedicated to improving their lives, as well as the processes and colleagues on shore that support them. Our platform eliminates inefficiencies in crew logistics, streamlining collaboration between operators and seafarers. By doing so, we make crew operations more humane, efficient, and cost-effective.
Tilla is growing rapidly in the Asia Pacific region, with several major enterprise clients going live very soon. To ensure a world-class experience for our customers, we’re looking for a Senior Customer Success Manager to lead our customer relationships in the region and help us scale our Customer Success function in Asia Pacific from the ground up.
You’ll play a pivotal role in onboarding customer and driving long-term customer value, working closely with our product and sales teams to deliver exceptional service and results for our clients.
As our Senior Customer Success Manager, you will…Take full ownership of customer relationships across APAC, acting as the primary point of contact for enterprise clients to ensure they gain maximum value from Tilla’s platform.
Lead customer onboarding and implementation for new clients, ensuring smooth setup, onboarding, and adoption.
Build, document, and refine processes that drive consistency, quality, and scalability across Customer Success activities.
Anticipate customer needs and challenges, proactively addressing them to ensure satisfaction, retention, and engagement.
Collaborate with Product and Engineering to provide structured feedback and champion customer-centric improvements.
Identify opportunities for upselling and expansion, driving customer growth and deepening client relationships (revenue share on this not primary).
Contribute to building and mentoring a future APAC Customer Success team as the business scales.
Represent the voice of the customer internally and help shape our global CS strategy as we expand into new markets.
You are a customer-focused problem solver who thrives in dynamic, fast-paced environments. You’re comfortable building from scratch, managing complex enterprise relationships, and balancing operational detail with strategic thinking.
You...
Have 5+ years of Customer Success or similar experience in a B2B SaaS environment, ideally with enterprise or mid-market clients.
Bring proven experience in the Asia Pacific region, with a deep understanding of its business culture and customer expectations.
Have a track record of managing complex implementations and improving retention, engagement, and satisfaction.
Are passionate about process excellence—you know how to build and improve systems, not just follow them.
Are independent, proactive, and highly organized, with strong problem-solving skills.
Are comfortable navigating ambiguity and making sound decisions under uncertainty.
Have excellent communication skills and are fluent in English.
Are digitally savvy and comfortable reimagining workflows with modern tools.
It’d be even better if you…
Have experience in the maritime or logistics industry, or with maritime software customers.
Have team leadership experience
Are proficient in an additional APAC language.
We offer...
A competitive compensation package.
The opportunity to play a leading role in expanding Tilla’s presence across Asia Pacific.
A startup adventure with strong growth potential—both personal and professional.
The chance to shape the Customer Success function and help define how Tilla serves enterprise clients globally.
Flexible working arrangements and a culture that values balance, autonomy, and impact.
A mission-driven environment transforming one of the world’s most important industries for the better.
We believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills. Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.
