---
title: 'Customer Success Manager - EMEA at Tilla'
canonical: 'https://feeny.ai/job/customer-success-manager-emea-tilla-greece-c287wfgw9drk'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Success Manager - EMEA at Tilla

- **Company:** Tilla
- **Location:** Greece
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-21
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/tilla/823e58d1-e986-42d9-9441-47f31bb77a52

## Job description

We are a growing SaaS start-up with an international team, operating on the intersection between two of the world's most fascinating industries - global shipping and global travel. Over 90% of global trade depends on ships, and the shipping industry depends on the 2 million seafarers who operate them. What most people don't know is there's a complex, mission-critical travel operation going on 24/7 to bring seafarers to the ships where they're needed, when they're needed. That's called crew logistics, and without it, global trade wouldn't function. But it's an operation often built on manual processes and legacy systems, meaning high-stress for operators, an unreliable experience for seafarers, and poor outcomes for the industry. That is until Tilla enters the scene. Backed by strong investor support, with more than 10,000 crew changes executed in the platform each year across over 600 vessels globally, our platform is a game changer in crew logistics, streamlining collaboration between operators and seafarers, making crew operations more humane, efficient, and cost-effective. Join us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital.

## Your mission

As Customer Success Manager EMEA, you'll partner with our growing portfolio of European maritime customers. You’ll lead new pilot onboardings, drive lasting adoption, and turn each account into a measurable success story. This is a role designed to grow with you, increasingly taking the lead as our EMEA portfolio scales.

🎨 Own a portfolio of EMEA accounts end-to-end and protect the customer experience as we scale

- Manage a portfolio of EMEA accounts from kick-off through renewal, holding the relationship across every touchpoint
- Build and maintain account plans with clearly documented baselines and success metrics for each customer
- Run QBRs and ROI reviews that translate platform usage into outcomes our customers genuinely care about
- Collaborate closely with Support to resolve issues fast and protect customer health scores

🧭 Lead our new EMEA pilots from day one and convert them into long-term customers

- Lead pilot onboardings across new EMEA regions (Greece, the Nordics, and others) from the very first day of go-live
- Manage the pilot-to-full conversion journey, spotting expansion moments and bringing them home commercially
- Partner with our Analytics function to turn raw usage data into client-ready narratives and decks
- Travel to client meetings across EMEA

📣 Help shape how Customer Success runs at Tilla as we scale into a regional team

- Set the bar for how we run Customer Success in EMEA. Your account plans, QBRs, and post-mortems become a model for others
- Feed into process improvement initiatives that help the CS function scale alongside the portfolio
- Track and report on account performance with a commercial lens, surfacing upsell and expansion opportunities
- Grow into a senior voice on the team — with room to step into a regional CS leadership role for EMEA as scope opens up

You should have

- 4+ years in a CSM or account management role within a B2B SaaS or tech startup, ideally with exposure to maritime, logistics, or another complex operational sector
- A track record of owning customer relationships end-to-end — from onboarding through QBRs, ROI reviews, and renewals
- Experience leading new customer onboardings or pilot programmes, including driving adoption and converting pilots to full go-live
- Comfort working with data to tell client-facing stories — synthesising analytics outputs into narratives and decks for non-technical audiences
- Strong commercial instincts for upsell and expansion conversations as part of CS (you don't need to be a salesperson, but commercial conversations shouldn't faze you)
- Customer relationship management and operational rigour at scale — multiple accounts, no dropped balls
- Clear, structured communication with operational and non-tech stakeholders
- Cross-functional collaboration with Support, Analytics, Product, and beyond
- High personal energy paired with the process discipline to keep a growing portfolio in great health — genuinely warm with customers, fun to work with, and never the person who drops the ball
- Experience or interest in early-stage or growth-stage startups — Tilla's pace and mentality are essential to the fit
- Fluency in English.
- Other European languages (especially Greek) are a plus
- Location: Greece preferred, but we're open to candidates based across Europe/EMEA for the right profile. Travel within Europe is expected regardless of base

Why Join Us?

- Tackle a unique industry challenge with global impact
- Be part of an international, mission-oriented, supportive and fun team
- Do your best work, with leading-edge AI tools for all team members
- Benefit from support and budget for your learning and development

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.

## About Tilla

## Company Overview
- **One-liner**: Tilla provides a modern, end-to-end digital platform for managing crew changes in the global maritime shipping industry.
- **Entity Type**: Private (Seed VC - II)
- **Headquarters**: Berlin, Germany
- **Founded**: 2021
- **Founders**: Niklas Weidmann and Narayan Venkatesh

## Core Business
- **Primary industry**: Maritime Technology (Crew Change Management & Travel Tech)
- **Target customers**: B2B, focused on crewing departments, shipping companies, and vessel operators in the global shipping industry.
- **Mission or purpose statement**: To be the digital backbone to the human force that drives the shipping industry, starting by building an end-to-end crew change management platform that empowers crewing teams and improves the lives of seafarers.

## Products & Services
- **Crew Change Workspace**: A collaborative platform for planning, executing, and tracking crew changes, replacing manual processes like spreadsheets and emails.
- **Port Planning & Comparison**: Tools to compare multiple ports, airports, and associated costs for crew changes, enabling scenario analysis and real-time decision support.
- **Travel Management & Flight Lifecycle Management**: Integrated booking system for multi-seafarer travel, including flight monitoring, automated rebooking, and access to seamen and public fares.
- **Port Agency & Services Catalog**: A centralized directory to manage port agency data and compare agencies for cost and convenience.
- **Crew Change Operations Reporting & Insights**: Dashboards and reporting tools for operational oversight, travel operations, and management insights.
- **Integrations**: Connects with existing crewing systems (e.g., CrewStar, Getaway) and cloud infrastructure (e.g., Microsoft Azure, Google Cloud), with integrations to systems like Lloyd's Register Cloud Fleet Manager and DNV Ship Manager coming soon.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Total Funding of **$2.31M** (Seed VC - II, raised ~10 months ago).
- **Notable Investors/Partners**: Investors include **EXMAR**, **Motion Ventures**, **Starthub Ventures**, **Flagship Founders**, and **Signal Ventures**.
- **Growth Signals**:
    - Trusted by **600+ vessels** globally.
    - Workforce of **20 employees** (as of mid-2025), with a **+72.2% year-over-year headcount growth**.
    - Operates in **10 countries** including Germany, France, Hungary, Netherlands, Singapore, and Greece.
    - Team spans **6 time zones** with **10 different nationalities**.

## Competitive Advantages
- **Niche Focus & First-Mover Advantage**: Targets a highly specific, complex, and underserved operational pain point in the global shipping industry (crew changes), which is traditionally handled manually.
- **End-to-End Platform**: Offers a unified solution covering the entire crew change lifecycle (planning, booking, execution, reporting), replacing fragmented workflows.
- **Real-Time Integration & Intelligence**: Deep integration with airline booking systems and real-time data for port selection and cost analysis, providing actionable insights that legacy systems lack.

## Strategic Focus
- **Product Expansion & Integration**: Continuing to build out its platform and integrate with major crewing and shipping management systems (e.g., DNV Ship Manager, Lloyd's Register).
- **Market Penetration**: Scaling adoption among the 2 million seafarers and thousands of shipping companies globally, moving beyond the initial 600+ vessels.
- **Data & Insight Leadership**: Positioning itself as the analytics and intelligence layer for crew change operations, driving smarter, more cost-effective decisions.

## Why Work Here
- **High-Impact, Mission-Driven Work**: Directly improves the well-being of the 2 million seafarers who power global trade, solving a critical operational challenge in a traditional industry.
- **Diverse & Global Team**: A highly international team (10+ nationalities, spread across 6 time zones), offering a unique, multicultural work environment.
- **Strong Growth Trajectory**: With a 72% headcount growth rate and recent funding, the company is in an expansion phase, offering significant growth opportunities for early employees.
- **Culture**: Described as ambitious, global, diverse, and interconnected, mirroring the industry it serves. Backed by strong maritime and startup advisors.
- **Work Model**: Operates from Berlin with a remote-friendly global team. Active job postings include a Full Stack Engineer, Customer Support Specialist (APAC), and a Senior Commercial Manager.

## Sources
1. [tilla.tech](https://www.tilla.tech/about)
2. [tilla.tech](https://www.tilla.tech/)
3. [linkedin.com](https://de.linkedin.com/company/tillatechnologies)
4. [cbinsights.com](https://www.cbinsights.com/company/tilla)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/tilla)

## Other roles at Tilla

- [Technical Customer Support Specialist](https://feeny.ai/job/technical-customer-support-specialist-tilla-europe-y53ghnm4ff6e) — Europe
- [Customer Success Manager - EMEA](https://feeny.ai/job/customer-success-manager-emea-alpaca-emea-turkey-jwb17s30fyfz) — EMEA / Turkey
- [Customer Success Manager - EMEA](https://feeny.ai/job/customer-success-manager-emea-chainguard-germany-jz6dn6yt74eb) — Germany