Junior Customer Success Manager

Location: Greece #LI-Hybrid #LI-Remote 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. You can find out more about us on our website: https://sedna.com/ Role Snapshot Scope Manages an assigned portfolio of Strategic and Scale tier accounts. Owns the customer relationship, monitors health and usage, and ensures commercial risks and opportunities reach the right people at the right time. Autonomy Operates within established playbooks and escalation paths. Uses judgement within defined frameworks and checks in on non-standard situations rather than acting unilaterally. Influence Improves retention outcomes and commercial visibility across a meaningful slice of the customer base. Brings early signal that enables better decisions by senior team members. Team Contribution Keeps the function informed. Surfaces what is happening in accounts, flags what matters, and ensures risks and opportunities do not go unnoticed. Role Overview The Junior CSM is a customer-facing role with relationship ownership. You carry a defined portfolio of Strategic and Scale tier accounts and are the person those customers hear from regularly. The relationships you build and maintain are real, and the outcomes in your portfolio are yours to influence. Alongside the relationship motion, you are expected to develop commercial awareness across your accounts. That means understanding what each customer needs to stay and grow, identifying when something has changed that creates a risk or an opportunity, and routing that signal clearly to the relevant Account Executive or Head of Customer Success. You do not own the commercial outcome at IC1, but you are expected to see it coming and say so. This role is designed for someone early in their customer success career who wants to build a strong foundation: product knowledge, customer instinct, commercial awareness, and the discipline to run a portfolio well. The path to IC2 CSM runs directly through demonstrating all of those things with increasing independence. Key Responsibilities Customer Relationships Own the ongoing relationship with your assigned portfolio. You are the primary point of contact for those accounts within the Customer Success function. Run regular touchpoints appropriate to the tier and account context. These should feel like genuine conversations, not check-in formalities. Build familiarity with how each customer uses Sedna, what their workflows look like, and what matters to the key people you deal with. Support the execution of Mutual Success Plans where they are in place, tracking progress against agreed milestones and flagging slippage early. Commercial Risk and Opportunity Flagging Identify and escalate commercial signals in your portfolio: churn risk, dissatisfaction, reduced engagement, contract renewal flags, and potential for expansion. Be specific when escalating. A clear summary of what you are seeing, why it matters, and what you think is happening is more useful than a general alert. Do not sit on signals. The value of this role to the commercial function depends on surfacing things early enough for someone to act. Develop the habit of thinking about accounts in commercial terms, not just relationship terms. Understanding why a customer might leave or grow is part of the job. Health Monitoring Monitor usage, sentiment, and health signals across your portfolio on a defined cadence. Know what is happening in your accounts without being prompted. Ensure health score data in Salesforce reflects what you are actually seeing in the account. If the data and the reality do not match, update the data and flag the discrepan