Sedna
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Location: Denmark #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Role Overview
As a Customer Education Specialist at Sedna, you will deliver structured onboarding and training experiences to customers across regions and customer types. This role is focused on consistent, high-quality execution of Sedna’s education programmes, using predefined curricula, materials, and workflows.
You will deliver both onsite and virtual training sessions independently, follow established education frameworks, and escalate observations through defined channels. This role does not own programme design or customer strategy, but plays a critical role in ensuring customers receive clear, repeatable training that supports early adoption and time-to-value.
This role is well suited to career professionals, including maritime graduates, who are confident delivering to customers, comfortable travelling, and motivated by structured, hands-on execution.
Key Responsibilities
Education Delivery
- Deliver onsite and virtual training sessions independently, using predefined curricula, agendas, and supporting materials
- Facilitate structured onboarding sessions aligned to customer roles, workflows, and lifecycle stage
- Ensure consistent delivery quality across customers, regions, and training formats
Observation & Escalation
- Observe and flag gaps in understanding, workflow adoption, or operational readiness during training
- Escalate observations via established processes for review by senior Adoption or Delivery leaders
- Record session feedback and outcomes to support continuous improvement of training programmes
Launch & Onboarding Support
- Support customer launch activity through scheduled training and enablement sessions
- Deliver repeatable onboarding experiences that align to Sedna’s standard implementation approach
- Contribute to predictable launch throughput by following defined education schedules and formats
Programme Contribution
- Provide structured feedback on training materials, delivery flow, and common customer questions
- Support improvements to education content by sharing recurring themes and observations
- Maintain accurate session records and completion status in agreed systems
Qualifications & Experience
Required
- Background or education in maritime, shipping, logistics, or port operations, or demonstrable interest in the maritime industry
- Strong written and verbal communication skills, with confidence presenting to customer audiences
- Comfortable following structured processes and delivering against predefined agendas
- Highly organised, reliable, and accountable in managing scheduled commitments
- Willingness and ability to travel internationally for onsite training
Preferred
- Prior customer-facing experience (e.g. onboarding, training, operations, support, or education)
- Exposure to SaaS products or operational software
- Experience working across different cultures or regions
Travel & Logistics
- Expected travel: approximately 30% of the time, including international travel
- Candidates must have the legal right to travel internationally and meet visa requirements where applicable
Directional KPIs
- On-time and successful delivery of scheduled onboarding and training sessions
- Training completion rates aligned to customer launch plans
- Consistent delivery quality as measured through internal review and feedback
- Timely escalation of delivery risks or readiness gaps
- Contribution of actionable feedback to education programme improvements
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Location: Singapore #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Role Overview
As a Customer Education Specialist at Sedna, you will deliver structured onboarding and training experiences to customers across regions and customer types. This role is focused on consistent, high-quality execution of Sedna’s education programmes, using predefined curricula, materials, and workflows.
You will deliver both onsite and virtual training sessions independently, follow established education frameworks, and escalate observations through defined channels. This role does not own programme design or customer strategy, but plays a critical role in ensuring customers receive clear, repeatable training that supports early adoption and time-to-value.
This role is well suited to career professionals, including maritime graduates, who are confident delivering to customers, comfortable travelling, and motivated by structured, hands-on execution.
Key Responsibilities
Education Delivery
- Deliver onsite and virtual training sessions independently, using predefined curricula, agendas, and supporting materials
- Facilitate structured onboarding sessions aligned to customer roles, workflows, and lifecycle stage
- Ensure consistent delivery quality across customers, regions, and training formats
Observation & Escalation
- Observe and flag gaps in understanding, workflow adoption, or operational readiness during training
- Escalate observations via established processes for review by senior Adoption or Delivery leaders
- Record session feedback and outcomes to support continuous improvement of training programmes
Launch & Onboarding Support
- Support customer launch activity through scheduled training and enablement sessions
- Deliver repeatable onboarding experiences that align to Sedna’s standard implementation approach
- Contribute to predictable launch throughput by following defined education schedules and formats
Programme Contribution
- Provide structured feedback on training materials, delivery flow, and common customer questions
- Support improvements to education content by sharing recurring themes and observations
- Maintain accurate session records and completion status in agreed systems
Qualifications & Experience
Required
- Background or education in maritime, shipping, logistics, or port operations, or demonstrable interest in the maritime industry
- Strong written and verbal communication skills, with confidence presenting to customer audiences
- Comfortable following structured processes and delivering against predefined agendas
- Highly organised, reliable, and accountable in managing scheduled commitments
- Willingness and ability to travel internationally for onsite training
Preferred
- Prior customer-facing experience (e.g. onboarding, training, operations, support, or education)
- Exposure to SaaS products or operational software
- Experience working across different cultures or regions
Travel & Logistics
- Expected travel: approximately 30% of the time, including international travel
- Candidates must have the legal right to travel internationally and meet visa requirements where applicable
Directional KPIs
- On-time and successful delivery of scheduled onboarding and training sessions
- Training completion rates aligned to customer launch plans
- Consistent delivery quality as measured through internal review and feedback
- Timely escalation of delivery risks or readiness gaps
- Contribution of actionable feedback to education programme improvements
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Location: Greece #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Role Overview
As a Customer Education Specialist at Sedna, you will deliver structured onboarding and training experiences to customers across regions and customer types. This role is focused on consistent, high-quality execution of Sedna’s education programmes, using predefined curricula, materials, and workflows.
You will deliver both onsite and virtual training sessions independently, follow established education frameworks, and escalate observations through defined channels. This role does not own programme design or customer strategy, but plays a critical role in ensuring customers receive clear, repeatable training that supports early adoption and time-to-value.
This role is well suited to career professionals, including maritime graduates, who are confident delivering to customers, comfortable travelling, and motivated by structured, hands-on execution.
Key Responsibilities
Education Delivery
- Deliver onsite and virtual training sessions independently, using predefined curricula, agendas, and supporting materials
- Facilitate structured onboarding sessions aligned to customer roles, workflows, and lifecycle stage
- Ensure consistent delivery quality across customers, regions, and training formats
Observation & Escalation
- Observe and flag gaps in understanding, workflow adoption, or operational readiness during training
- Escalate observations via established processes for review by senior Adoption or Delivery leaders
- Record session feedback and outcomes to support continuous improvement of training programmes
Launch & Onboarding Support
- Support customer launch activity through scheduled training and enablement sessions
- Deliver repeatable onboarding experiences that align to Sedna’s standard implementation approach
- Contribute to predictable launch throughput by following defined education schedules and formats
Programme Contribution
- Provide structured feedback on training materials, delivery flow, and common customer questions
- Support improvements to education content by sharing recurring themes and observations
- Maintain accurate session records and completion status in agreed systems
Qualifications & Experience
Required
- Background or education in maritime, shipping, logistics, or port operations, or demonstrable interest in the maritime industry
- Strong written and verbal communication skills, with confidence presenting to customer audiences
- Comfortable following structured processes and delivering against predefined agendas
- Highly organised, reliable, and accountable in managing scheduled commitments
- Willingness and ability to travel internationally for onsite training
Preferred
- Prior customer-facing experience (e.g. onboarding, training, operations, support, or education)
- Exposure to SaaS products or operational software
- Experience working across different cultures or regions
Travel & Logistics
- Expected travel: approximately 30% of the time, including international travel
- Candidates must have the legal right to travel internationally and meet visa requirements where applicable
Directional KPIs
- On-time and successful delivery of scheduled onboarding and training sessions
- Training completion rates aligned to customer launch plans
- Consistent delivery quality as measured through internal review and feedback
- Timely escalation of delivery risks or readiness gaps
- Contribution of actionable feedback to education programme improvements
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Location: London #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Role Overview
As a Customer Education Specialist at Sedna, you will deliver structured onboarding and training experiences to customers across regions and customer types. This role is focused on consistent, high-quality execution of Sedna’s education programmes, using predefined curricula, materials, and workflows.
You will deliver both onsite and virtual training sessions independently, follow established education frameworks, and escalate observations through defined channels. This role does not own programme design or customer strategy, but plays a critical role in ensuring customers receive clear, repeatable training that supports early adoption and time-to-value.
This role is well suited to career professionals, including maritime graduates, who are confident delivering to customers, comfortable travelling, and motivated by structured, hands-on execution.
Key Responsibilities
Education Delivery
- Deliver onsite and virtual training sessions independently, using predefined curricula, agendas, and supporting materials
- Facilitate structured onboarding sessions aligned to customer roles, workflows, and lifecycle stage
- Ensure consistent delivery quality across customers, regions, and training formats
Observation & Escalation
- Observe and flag gaps in understanding, workflow adoption, or operational readiness during training
- Escalate observations via established processes for review by senior Adoption or Delivery leaders
- Record session feedback and outcomes to support continuous improvement of training programmes
Launch & Onboarding Support
- Support customer launch activity through scheduled training and enablement sessions
- Deliver repeatable onboarding experiences that align to Sedna’s standard implementation approach
- Contribute to predictable launch throughput by following defined education schedules and formats
Programme Contribution
- Provide structured feedback on training materials, delivery flow, and common customer questions
- Support improvements to education content by sharing recurring themes and observations
- Maintain accurate session records and completion status in agreed systems
Qualifications & Experience
Required
- Background or education in maritime, shipping, logistics, or port operations, or demonstrable interest in the maritime industry
- Strong written and verbal communication skills, with confidence presenting to customer audiences
- Comfortable following structured processes and delivering against predefined agendas
- Highly organised, reliable, and accountable in managing scheduled commitments
- Willingness and ability to travel internationally for onsite training
Preferred
- Prior customer-facing experience (e.g. onboarding, training, operations, support, or education)
- Exposure to SaaS products or operational software
- Experience working across different cultures or regions
Travel & Logistics
- Expected travel: approximately 30% of the time, including international travel
- Candidates must have the legal right to travel internationally and meet visa requirements where applicable
Directional KPIs
- On-time and successful delivery of scheduled onboarding and training sessions
- Training completion rates aligned to customer launch plans
- Consistent delivery quality as measured through internal review and feedback
- Timely escalation of delivery risks or readiness gaps
- Contribution of actionable feedback to education programme improvements
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Customer Adoption and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Client Operations, B2B SaaS
Location: Athens #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
As an implementation focused Delivery Manager Sedna’s suite of maritime solutions, we are seeking a SaaS experienced individual contributor to join our Customer Operations team in London.
Role Overview
The Implementation Manager owns the delivery of Sedna implementations across some of our most complex and exciting customer relationships. This is a role with real scope, ownership, and the opportunity to make a difference to how customers experience Sedna from day one.
Our customers are shipping and logistics businesses. They are operationally focused, commercially driven, and often undertaking significant change when they adopt Sedna. The person in this role has the opportunity to earn trust quickly, build credibility in a critical industry, and deliver implementations that truly transform how customers work.
This role suits someone who thrives on variety, enjoys the human side of change management as much as the technical side, and wants to be accountable for outcomes rather than just activities. Maritime or shipping experience is strongly preferred, because the ability to speak credibly to our customers about their world is an advantage in this role.
Key Responsibilities
Implementation Delivery
Own the full implementation lifecycle for a concurrent portfolio of customer projects: kick-off, technical configuration, integration, testing, training, go-live, and hypercare. You will have the autonomy to make the decisions that keep projects moving and the support of a strong team behind you.
Stakeholder Management
Serve as the primary point of contact across the project for both internal and customer-side stakeholders, from business users through to C-suite. You will facilitate technical and functional discussions, build alignment across different groups, and communicate project status clearly and with confidence.
Complex Account Ownership
For accounts that need continuity and careful handling post-go-live, you will remain the accountable delivery contact. You will spot risk early and address it proactively, building the kind of relationships that make customers feel well looked after.
On-Site Engagement
Travel to customer sites internationally to contribute to training delivery with our Education team, and manage critical project milestones in person. On-site engagement is a meaningful part of this role and one of the most rewarding, with the opportunity to work directly with customer teams across global shipping hubs.
Technical Troubleshooting
Get hands-on with configuration, data mapping, and integration work where needed, supported by Solution Consulting and Engineering. The expectation is that you can lead the resolution process and keep customers informed throughout.
Change Management
Build and execute communication and stakeholder engagement plans that bring customers through the change journey with confidence. Training plans, adoption milestones, and early usage signals all sit within your remit, supported by our Education and Success teams.
Process Improvement
Bring what you learn in the field back into how the team operates. Insights from live implementations are some of the most valuable inputs we have, and this role is well placed to drive meaningful improvements.
What Success Looks Like
In the first 90 days
You are running at least one enterprise implementation independently, have taken ownership of your customer portfolio, and have embedded well enough in the team to understand the product and where the process has room to improve.
By end of year one
You are managing a full concurrent portfolio with confidence. Customers you have worked with would describe the experience as organised, credible, and valuable. You have contributed at least one meaningful improvement to how the team delivers, and you have a clear sense of where you want to take your career from here.
Directional KPIs
- Implementation project delivery against agreed timelines
- Customer satisfaction at go-live and hypercare exit
- Concurrent portfolio load and throughput
- Time-to-value across the customer base
- Post-go-live account health at point of handover to Customer Support and Success
Qualifications
Required
- Significant experience in a SaaS implementation, delivery, or technical project management role, managing multiple concurrent projects in a customer-facing environment
- Proven ability to manage complex stakeholders, including at executive level, through a structured change process
- Clear, direct communicator in writing and in person
- Self-directed and proactive, with a strong instinct for getting things done
Strongly preferred
- Background in maritime, shipping, or logistics, either from working within the industry or from delivering software to maritime operators, charterers, or ship managers
- Familiarity with API integrations and data flow troubleshooting in a SaaS context
- Experience delivering on-site training and change management programmes
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Delivery and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Client Operations, B2B SaaS
Location: London #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
As an implementation focused Delivery Manager Sedna’s suite of maritime solutions, we are seeking a SaaS experienced individual contributor to join our Customer Operations team in London.
Role Overview
The Implementation Manager owns the delivery of Sedna implementations across some of our most complex and exciting customer relationships. This is a role with real scope, ownership, and the opportunity to make a difference to how customers experience Sedna from day one.
Our customers are shipping and logistics businesses. They are operationally focused, commercially driven, and often undertaking significant change when they adopt Sedna. The person in this role has the opportunity to earn trust quickly, build credibility in a critical industry, and deliver implementations that truly transform how customers work.
This role suits someone who thrives on variety, enjoys the human side of change management as much as the technical side, and wants to be accountable for outcomes rather than just activities. Maritime or shipping experience is strongly preferred, because the ability to speak credibly to our customers about their world is an advantage in this role.
Key Responsibilities
Implementation Delivery
Own the full implementation lifecycle for a concurrent portfolio of customer projects: kick-off, technical configuration, integration, testing, training, go-live, and hypercare. You will have the autonomy to make the decisions that keep projects moving and the support of a strong team behind you.
Stakeholder Management
Serve as the primary point of contact across the project for both internal and customer-side stakeholders, from business users through to C-suite. You will facilitate technical and functional discussions, build alignment across different groups, and communicate project status clearly and with confidence.
Complex Account Ownership
For accounts that need continuity and careful handling post-go-live, you will remain the accountable delivery contact. You will spot risk early and address it proactively, building the kind of relationships that make customers feel well looked after.
On-Site Engagement
Travel to customer sites internationally to contribute to training delivery with our Education team, and manage critical project milestones in person. On-site engagement is a meaningful part of this role and one of the most rewarding, with the opportunity to work directly with customer teams across global shipping hubs.
Technical Troubleshooting
Get hands-on with configuration, data mapping, and integration work where needed, supported by Solution Consulting and Engineering. The expectation is that you can lead the resolution process and keep customers informed throughout.
Change Management
Build and execute communication and stakeholder engagement plans that bring customers through the change journey with confidence. Training plans, adoption milestones, and early usage signals all sit within your remit, supported by our Education and Success teams.
Process Improvement
Bring what you learn in the field back into how the team operates. Insights from live implementations are some of the most valuable inputs we have, and this role is well placed to drive meaningful improvements.
What Success Looks Like
In the first 90 days
You are running at least one enterprise implementation independently, have taken ownership of your customer portfolio, and have embedded well enough in the team to understand the product and where the process has room to improve.
By end of year one
You are managing a full concurrent portfolio with confidence. Customers you have worked with would describe the experience as organised, credible, and valuable. You have contributed at least one meaningful improvement to how the team delivers, and you have a clear sense of where you want to take your career from here.
Directional KPIs
- Implementation project delivery against agreed timelines
- Customer satisfaction at go-live and hypercare exit
- Concurrent portfolio load and throughput
- Time-to-value across the customer base
- Post-go-live account health at point of handover to Customer Support and Success
Qualifications
Required
- Significant experience in a SaaS implementation, delivery, or technical project management role, managing multiple concurrent projects in a customer-facing environment
- Proven ability to manage complex stakeholders, including at executive level, through a structured change process
- Clear, direct communicator in writing and in person
- Self-directed and proactive, with a strong instinct for getting things done
Strongly preferred
- Background in maritime, shipping, or logistics, either from working within the industry or from delivering software to maritime operators, charterers, or ship managers
- Familiarity with API integrations and data flow troubleshooting in a SaaS context
- Experience delivering on-site training and change management programmes
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
The role reports to the Head of Delivery and is an integral part of our Customer Operations team in London.
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Location: London #LI-Hybrid
About Sedna
Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.
Role Overview
The Enterprise Customer Success Manager owns Sedna's most commercially significant customer relationships. This is a senior, largely autonomous role for someone who is equally comfortable running an executive-level conversation and building the account infrastructure, success plans, health monitoring, renewal strategy, that makes that conversation credible.
The portfolio spans Premier and Strategic accounts globally. These are customers with high ARR, high complexity, and in many cases, long relationships that carry both genuine opportunity and genuine risk. The job is to hold those relationships well, act on signals before they become problems, and surface and progress commercial outcomes in partnership with Sales.
This is not a role that fits someone who needs clear direction on what to do next. The expectation is that you read the account, form a view, and act on it. The Head of Customer Success is there for strategic decisions and unusual situations, not routine account management.
Key Responsibilities
Account Ownership
- Own a named portfolio of Premier and Strategic accounts. Know them well enough that no renewal, no escalation, and no expansion conversation comes as a surprise.
- Build and maintain executive-level relationships. The relationship should not depend on the product working perfectly; it should be strong enough to hold when it does not.
- Produce and execute success plans tied to customer outcomes, not just product usage metrics. Plans should reflect what the customer is trying to achieve and how Sedna is contributing to it.
- Run QBRs with commercial framing. A QBR should advance the relationship and the commercial position, not just report on the quarter.
- Maintain deep product knowledge across Sedna Email, Prefix, and VMS. You are not delivering training, but your commercial conversations need to be grounded in a genuine understanding of how customers are using the product and where they are not.
Retention and Renewal
- Monitor account health continuously and act on risk signals before they become churn conversations. If a customer is at risk, the Head of Customer Success should hear about it from you, not from the customer.
- Co-own the renewal conversation with the AE. Own the preparation, the relationship context, and the customer's readiness to renew; Sales owns the close.
- Escalate renewal risk early, with a clear view of what is driving it and what the options are.
Growth and Expansion
- Identify and progress expansion opportunities in collaboration with the AE. This means having enough commercial awareness to spot the signal and enough credibility with the customer to explore it.
- Bring the Head of Customer Success into complex or large deals at the right moment, not after the conversation has already been shaped.
Cross-functional Coordination
- Coordinate training delivery through Education. You are not responsible for delivering training; Education owns that. Your job is to ensure the right training reaches the right accounts at the right time.
- Work with the Programme Manager to ensure smooth onboarding for new accounts entering the portfolio.
- Provide context to Education Specialists before training sessions on Premier and Strategic accounts, so delivery is appropriately calibrated.
- Partner with Support and Product to close feedback loops and ensure customer insights are informing the right internal conversations.
About You
- Significant experience managing complex, high-value B2B accounts at a senior level, with a track record of holding executive relationships and co-owning commercial outcomes alongside Sales.
- Strong executive presence and the ability to hold a relationship through difficult conversations, not just good ones.
- A background in shipping, maritime operations, or global trade is strongly preferred. Sedna serves some of the world's largest maritime businesses, and candidates who understand how those organisations operate will be better placed to build credible, lasting relationships with them.
- Commercially fluent: able to read a renewal situation, understand what is driving it, and act with appropriate urgency without waiting to be asked.
- Clear, structured communicator in writing and in person, comfortable presenting to senior stakeholders and leading commercial conversations.
- Familiarity with Salesforce or equivalent CRM. Experience with tools such as Mixpanel or Snowflake is an advantage.
What Success Looks Like
- A portfolio where no renewal, escalation, or expansion conversation comes as a surprise, because you have been managing the signals well in advance.
- Executive relationships on Premier accounts that are strong enough that customers would describe you as genuinely useful, not just present.
- Net Revenue Retention at or above target, with a clear understanding of what drove the result in both directions.
- Expansion pipeline contribution in partnership with Sales, with opportunities identified and progressed rather than waited for.
- Customer insights flowing consistently into QBRs, product feedback, and internal planning.
Directional KPIs
- Net Revenue Retention on portfolio
- Logo retention rate on portfolio
- Expansion ARR generated
- Renewal on-time rate
- QBR completion rate against plan
- Time to escalation on at-risk accounts (faster is better)
- Executive relationship health, qualitative, assessed quarterly by Head of Customer Success
- Training coordination rate: proportion of accounts receiving at least one Education touchpoint per quarter
Our values:
Finally, culture is important to us, so we also look for candidates who share our values:
Stay ahead, stay agile
- We don’t just adapt-we anticipate change and act with confidence.
- Curiosity, data, and customer insights help us stay ahead of the curve.
- We embrace challenges as opportunities and remain resilient under pressure.
- By staying open to new ideas and ways of working, we lead the future.
Execute with focus
- We turn strategy into action, delivering measurable results that matter.
- Every initiative counts-discipline and ownership drive business impact.
- We make smart decisions with speed, balancing pace and precision.
- Clear priorities keep us focused on what moves the needle.
Work together, win together
- Collaboration is our superpower-we succeed as one team, internally and with customers.
- We co-create solutions, seek feedback, and build the future of the OS together.
- Strong relationships are built on trust, respect, and shared goals.
- By aligning across teams and with customers, we unlock greater impact.
Why Join Sedna?
- Be part of a dynamic team driving innovation in the maritime industry
- Join a culture of innovation and openness where your ideas can make a real impact
- Work with technology that's transforming the maritime industry
- Contribute to solutions that drive both profitability and sustainability in shipping
Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.
Ready to apply?
Apply to Sedna
Talent Pool Application
Don’t see a role that matches your experience right now? We’re always interested in connecting with talented people who want to be part of Sedna. By submitting your CV and a short summary of your interest here, you’ll join our talent pool and we’ll review your details when new opportunities arise.
Typical roles we are always open to exploring:
- Fractional positions - Operations, Customer Success, Product, GTM
- Junior and entry level roles across teams
Please note: This posting is for general applications only. We may not be able to respond immediately, but we’ll be in touch if a role opens that matches your skills and experience.
Ready to apply?
Apply to Sedna