Head of Customer Lifecycle Management

About Wärtsilä

Wärtsilä is a world leader in marine technology, driving the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, Wärtsilä delivers efficient, safe, and sustainable integrated products and solutions to enhance customer businesses. Digitalisation and new technologies are ushering in a new era of shipping, the world's most efficient mode of transportation, carrying 88% of global trade.

We are committed to an interconnected and cleaner maritime future and continuously seek future-oriented talent to join our team. Together, we work towards enabling sustainable societies through innovation in technology and services. Are you ready to jump onboard?

We are always on the lookout for talent with a growth mindset – are you the one?

We are seeking a Head of Customer Lifecycle Management with a primary responsibility for leading the day-to-day Customer Lifecycle Management function.

The preferred locations for this position are Helsinki in Finland, Göteborg in Sweden, Hamburg in Germany, Copenhagen in Denmark, Athens in Greece, Fareham in UK, and Singapore. We offer a possibility for hybrid work.

Your Role and Responsibilities

As the Head of Customer Lifecycle Management, your work will focus on these key responsibilities:

• Lead the day-to-day Customer Lifecycle Management function.
• Own activation of agreed services and retention of accounts (delegated to team), ensuring customer queries, requests, and renewals are addressed in a timely manner.
• Identify contractual risks (legal, contractual, operational, commercial, financial) and drive corrective measures in compliance with the contract, supported by the team.
• Drive successful upsell and cross-sell to existing accounts.
• Oversee relationships with key accounts, including representation in high-level meetings and support for the team to maintain successful customer relationships.
• Provide insights for leadership on customer trends and risks to influence product/service development and commercial strategy.
• Implement and drive strategies ensuring customers are satisfied with Voyage products & services.
• Implement and drive strategies to enhance the operational responsibilities of the Customer Lifecycle Management team.
• Track account profitability and address concerns where improvement actions are needed, supported by the team.
• Implement processes to reduce churn and increase Net Revenue Retention.
• Build strong working relationships across internal teams, such as, but not limited to; Sales, Support teams, Finance, Legal, and Product teams.
• Recruit, coach, and develop the Customer Lifecycle Team, including performance reviews and target setting.
• Track team performance through accurate reporting and key indicators, identify gaps, and put improvement actions in place.
• Develop and implement tools to track customer experience (CX), satisfaction (CSAT), usage metrics, churn signals, etc.

To be successful in this role, you should have:

• BSc. /MSc. in Business & Management or Engineering & Technology field, or equivalent working experience.
• Minimum 5 years of working experience as Customer Success Manager, Project Manager, or Contract Manager.
• Previous experience with digital applications/solutions such as Fleet Management systems in the Maritime business is seen as a strong advantage.
• Customer-oriented mindset with effective relationship building skills.
• Great communication skills, both verbal and written.
• Fluent in English, both verbal and written.
• Ability to implement new operational models for agreement-based business.
• Ability to maintain multiple agreements and customer relationships simultaneously.
• Strong business and customer focus.
• Strategic sales-oriented mindset.

Why you and us?

You are valued – as your true self. At Wärtsilä YOU matter. We value diversity and are committed to supporting an inclusive work community.

Your growth is supported. We believe in continuous learning & teamwork. The Wärtsilian community has your back when it comes to development opportunities – so you can develop beyond your potential.

You get to make a difference. Innovation and sustainability are important for us. Every day, we - Wärtsilians - put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.

Contact & Next Steps

Please submit your application before the application deadline through our Careers portal. Applications through email will not be considered. After submitting your application, you will receive a confirmation email.

In case of any questions regarding the position, reach out to:

Tiia Leino, Director, Business Development, Voyage Servicestiia.leino@wartsila.com

Last application date: 27/02/2026

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.

All new Wärtsilä employees in Finland will attend occupational health checks, including drug tests/screenings where applicable. When a person is located outside of Finland, the country legislation is followed.

Please note that according to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country.

This is Wärtsilä

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.

#wärtsilämarine

Key skills/competency

• Customer Lifecycle Management
• Customer Success
• Account Retention
• Upselling and Cross-selling
• Team Leadership
• Strategic Planning
• Contract Management
• Customer Experience (CX)
• Churn Reduction
• Business Development