Customer Success Manager
Who we are
Ace Aquatec is an award-winning aquaculture technology company specialising in in-water electric stunners, marine protection products, 3D biomass cameras and other welfare first aquaculture solutions. Our vision is to create technology that accelerates the adoption of responsible marine practices and help aquaculture customers thrive by making their operations efficient, ethical, and sustainable.
Ace Aquatec prides itself on having a collaborative and friendly work environment with a focus on both individual and team development.
Role Overview
We are seeking a dynamic, tech-savvy, and customer-focused professional to lead engagement for our solutions in the Aquaculture sector. You will be a key point of contact for customers as they engage in using our solutions from deployment, ensuring smooth onboarding, through trails into continuous value delivery, and long-term satisfaction. Working closely with Sales, Engineering, and Product teams, you’ll help drive adoption, retention, and growth across our solutions.
You will help guide product development by providing key customer insights into their day to day needs, as well as strategic value identification. Insights gained from your own experience and those as you work directly with customers at different levels within their organisations, are essential for success in this role as it will be critical for feedback into the engineering and development of our products.
This role would be across all Ace Aquatec products – Protect, Grow, Harvest - helping to improve our products from a physical operational perspective to helping define the personas and data needs within in customers for our digital products to become indispencible for Aquaculture management.
Key Responsibilities:
• Customer Onboarding: Guide new customers through installation, configuration, and training for our products.
• Relationship Management: Build strong, trust-based relationships with key customer stakeholders to ensure satisfaction and renewals.
• Issue Resolution: Act as the escalation point for technical or operational issues post-installation; coordinate resolutions with support and product teams.
• Value Realisation: Proactively monitor customer performance metrics, identify usage gaps, and deliver insights or training to help clients extract full value.
• Renewals & Upsell Support: Collaborate with Sales to identify upsell opportunities (e.g., new modules, increased coverage) and assist in renewal conversations.
• Voice of the Customer: Gather feedback, analyse and contextualize fish data insights from customers, report on common pain points, product needs, and feature requests to inform product development.
• Performance Reporting: Deliver monthly/quarterly reports to clients on system usage, accuracy, and insights delivered via the A-FishIQ platforms and various modules.
Requirements:
• Proven experience in Aquaculture management, customer success, technical account management, or after-sales support—preferably in a B2B.
• Knowledge of industry and analytical tools such as Fishtalk and Power BI
• Exceptional communication and interpersonal skills.
• Problem-solving mindset with good analaytical skills, strong attention to detail and ability to work cross-functionally.
• Willingness to travel occasionally to customer sites.
• Passion for sustainability, aquaculture, and technology.
Preferred Qualifications:
• Experience with aquaculture operations or farming technology.
• Familiarity with analytics dashboards, cloud platforms, or camera-based AI systems.
• Technical degree or background in engineering, marine science, or computer science a plus.
What We Offer:
• Competitive salary and benefits package
• Opportunity to shape a growing digital product line
• Work in a mission-driven company focused on sustainability
• Dynamic and supportive team culture