Customer Success Manager - Paris

About the role

As a Customer Success Manager at Shippeo, you are the ultimate "problem-solver" and strategic partner for our SMB and Midmarket accounts. You don't just manage relationships; you drive the operational heartbeat of our customers' digital transformation. From unblocking carrier onboarding delays to leading high-impact business reviews, you are a "doer" who thrives in a high-velocity environment and isn't afraid to dive deep into technical tickets to ensure customer success.

Please Note: This role is based in Paris and operates on a hybrid model, requiring two days per week in the office. 

As we operate internationally, we kindly request all candidates to submit their CV in English. Unfortunately, applications submitted in any other language will not be considered.

Contract Type: Permanent (CDI)

Function: Customer Success Management

Key Responsibilities

• Portfolio Mastery: Independently manage a diverse portfolio of approx. 20 SMB and Midmarket accounts, serving as their primary strategic advisor.

• Operational Problem-Solving: Actively hunt for bottlenecks—whether following up with Carrier Account Managers on stalled onboardings or investigating support tickets to provide clear, actionable updates.

• Value Engineering: Conduct essential training sessions and "job shadowing" to define customer use-cases, building compelling business cases that prove the ROI of the Shippeo platform.

• Risk Mitigation & Renewal Excellence: Proactively identify churn risks and execute SMART action plans; own the end-to-end renewal cycle and define strategies for long-term account health.

• Expansion-Led Growth: Collaborate closely with Sales to identify cross-sell and upsell opportunities, increasing account volume and platform stickiness.

• High-Velocity Project Leadership: Spearhead regular Business Reviews (QBRs) and onsite visits, engaging stakeholders at all hierarchical levels to align Shippeo’s roadmap with their business goals.

• Change Management: Navigate customers through the complexities of Real-Time Transport Visibility (RTTV) implementation, ensuring smooth transitions and high platform proficiency.

• Voice of the Customer: Champion customer needs internally to shape the product roadmap, influencing cross-functional teams to improve the overall user experience.