Customer Success Manager - Paris at Shippeo

Paris, Ile-de-France, France -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

29 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, SaaS, Logistics, Problem-solving, Strategic planning, Business reviews, Change management, Data analysis, Communication, Stakeholder engagement, Project leadership, Supply chain visibility, Predictive AI, Technical troubleshooting

Industry

IT Services and IT Consulting

Description

Company Description Founded in 2014, Shippeo is a leading European SaaS company transforming supply chain visibility. With a global presence and multicultural team of 27 nationalities operating across Europe, North America, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across various sectors. Our ambition is to become the world's leading supply chain data platform, using predictive AI, high-quality real-time data, and a robust partner network to enhance customer experience and operational excellence. Learn more about our mission and values on our website: https://www.shippeo.com/en/company/about-us Job Description 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. Qualifications High-Autonomy Operator: You are a self-organized "doer" who takes full ownership of your portfolio. You thrive when given the freedom to solve problems and can jump between topics without losing momentum. Experience: 2+ years of experience in Customer Success or Account Management, ideally within a high-growth SaaS, consulting, or logistics environment. Product Expertise: You want to understand a complex product inside and out; you are willing to look into technical tickets to understand the root cause of issues and provide solutions. Communication Excellence: C1 proficiency in French and English is mandatory. You must be adept at writing SMART actions and engaging senior stakeholders. Strategic Planning: Ability to anticipate and plan for the coming months rather than just reacting to daily tasks. Preferred (Not Required) Specific industry background in Freight Forwarding or Supply Chain. Experience with SaaS implementation or digital transformation projects. Fluency in an additional European language (German, Dutch, Spanish or Italian preferred). Additional Information Why Join Shippeo? At Shippeo, you will join a fast-moving company that values ambition, care, delivery, and collaboration. We offer an environment where impact is encouraged, ideas are valued, and development is supported. What sets us apart: Meaningful work with real-world impact in global supply chains. A diverse, inclusive, and international team. A culture of transparency, feedback, and continuous learning. Opportunities for growth, internal mobility, and professional development Hybrid work model and flexible policies. To learn more about our culture and people, visit our Careers section or explore team stories on our social platforms. Recruitment Process Our hiring process includes the following steps: Preliminary call with a Talent Acquisition Manager First interview with the Hiring Manager Case study interview Final interview with leadership or cross-functional team members Diversity and Inclusion At Shippeo, we are committed to fostering a diverse and inclusive workplace. We value the perspectives, experiences, and contributions of individuals from all backgrounds. Our policies, practices, and company culture reflect this commitment to equal opportunity and mutual respect. If you have specific needs or questions regarding disability inclusion, you may reach out to our dedicated Disability Advisor at [email protected] for support during the application process. Job Function: CSM (Customer Success Manager) Department: CX (Customer Experience)

Responsibilities

Manage a portfolio of SMB and Midmarket accounts by acting as a strategic advisor and operational problem-solver. Drive customer success through training, business reviews, risk mitigation, and identifying expansion opportunities.