Customer Success & Account Manager (CSAM)
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Complexio’s Foundational AI platform automates business processes by ingesting and understanding complete enterprise data - both structured and unstructured. Through proprietary models, knowledge graphs, and orchestration layers, Complexio maps human-computer interactions and autonomously executes complex workflows at scale.
Established as a joint venture between Hafnia and Símbolo - with partners including Marfin Management, C Transport Maritime, BW Epic Kosan, and Trans Sea Transport - Complexio is redefining enterprise productivity through context-aware, privacy-first automation.
The CSAM owns the end-to-end customer relationship - from onboarding and adoption to renewal and expansion. They act as both a strategic advisor (helping customers extract value from Complexio’s Understand and Automate produ cts) and a commercial partner (driving renewals, expansions, and long-term growth).
The CSAM owns the end-to-end customer relationship — from onboarding and adoption to renewal and expansion. They act as both a strategic advisor (helping customers extract value from Complexio’s Understand and Automate products) and a commercial partner (driving renewals, expansions, and long-term growth).
1. Customer Success (Value & Outcomes)
• Lead customer onboarding and ensure seamless deployment of Understand and Automate products.
• Drive product adoption and ensure customers achieve measurable ROI.
• Translate Complexio’s insights into business outcomes (automation savings, process improvements).
• Monitor usage and proactively address churn risk.
• Gather feedback and work cross-functionally with Product and Engineering.
2. Account Management (Revenue & Growth)
• Own renewals, contract extensions, and pricing discussions.
• Identify and convert expansion opportunities (additional users, data sources, business units).
• Maintain accurate account plans and forecasts.
• Build executive relationships and act as the main commercial contact.
3. Cross-Functional Collaboration
• Partner with Delivery, Product, and Data Science to align on timelines and priorities.
• Collaborate with Marketing for case studies and value stories.
• Provide structured customer intelligence to leadership.
Category
Metric
Adoption & Engagement
% of active users / % of features adopted
Customer Value
Number of automations delivered per account / time-to-first automation
Retention & Growth
Renewal rate / Net Revenue Retention (NRR) / Expansion ARR
Customer Satisfaction
NPS / qualitative feedback
Internal Execution
Account plan accuracy / forecast precision
• 5+ years in enterprise SaaS or AI/automation platforms.
• Experience managing enterprise or industrial accounts with both technical and business stakeholders.
• Strong analytical and commercial acumen.
• Excellent communicator across C-level, operations, and technical teams.
• Self-starter comfortable in a fast-paced startup environment.