Customer Experience Manager SaaS (f/m/x)

Shiftmove; Paris; Hybride; Confidentiel; Plein temps

Résumé du poste

A leading tech company in Paris is seeking a Customer Experience Manager to enhance their Customer Success operations. This role will involve managing customer lifecycle workflows, providing insights on retention metrics, and collaborating with leadership to improve customer relationship processes. The ideal candidate will have experience in SaaS environments, strong analytical capabilities, and fluency in French and professional English. The position offers a dynamic work environment with benefits including meal vouchers, health insurance, and remote work options.

Prestations

Meal Vouchers

Transportation Reimbursement

Employee Benefits Platform

Health Insurance

Paid Time Off

Remote Work Policy

Qualifications

• Multiple years in Customer Success Operations or similar role.
• Proven ability to design customer lifecycle processes in SaaS.
• Strong analytical skills with experience in KPI frameworks.

Responsabilités

• Own Customer Success workflows across France.
• Deliver insights on retention performance to leadership.
• Manage French CS operating rhythm including renewal pipelines.

Connaissances

Customer Success Operations

Analytical Skills

Cross-Functional Collaboration

Executive Communication

SaaS Lifecycle

Outils

CRM

CS platforms

Billing and Support Tools

Description du poste

At Shiftmove, we’re building the next generation of connected mobility products that empower businesses to make smarter, data-driven decisions. Our goal is to make complex operations intuitive and efficient, turning insights into impactful action for thousands of B2B customers across Europe.

To achieve this, we're looking for a Customer Experience Manager (f/m/d) to join us in Paris as the operational engine behind our French Customer Success organization. You'll sit within the Revenue Operations team for independence, structure, and cross-functional leverage, while working day-to-day in partnership with our Director of Customer Success, France. Your mission will be to bring clarity, scale, and predictability to the entire post-sale lifecycle.

• Customer Lifecycle Design & Governance: Own the definition and operationalization of Customer Success workflows across France, from onboarding to expansion. And ensure all lifecycle processes are documented, measurable, scalable, and continuously improved based on performance signals.
• GRR, NRR & Retention Intelligence: Act as the single source of truth for retention performance by owning GRR/NRR definitions, segmentation, and reporting. Deliver trusted insights that explain trends, risks, and forecast accuracy to CS and GTM leadership.
• CX Tech Stack Stewardship: Translate CS strategy into scalable workflows, automation, and reporting across the CX technology ecosystem. Ensure accurate data flows, captured customer touchpoints, and high data quality across systems.
• Operational Cadence & Governance: Own and elevate the French CS operating rhythm, including renewal pipelines, health and risk reviews, adoption and value realization reporting, QBR tracking, and churn-risk governance.
• Strategic Partnership with CS Leadership: Act as a strategic thought partner to the Director of Customer Success, France, providing forward-looking analysis on retention, expansion, churn drivers, and structural blockers. Shape the French CS Ops roadmap in alignment with GTM priorities and challenge assumptions using data.

Requirements

• Relevant Experience: Multiple years in Customer Success Operations, Revenue Operations, or a comparable CS analytics or process-focused role.
• SaaS Lifecycle Expertise: Proven ability to design, optimize, and scale customer lifecycle processes in a subscription-based SaaS environment.
• Analytical Rigor: Strong analytical capability with experience owning complex KPI frameworks, retention metrics, and executive-level insights.
• CX Technology Fluency: Deep familiarity with CX technology stacks, including CS platforms, CRM, billing, support, and workflow tools.
• Structured Problem Solving: Ability to turn ambiguous, complex problems into clear, structured, and measurable processes.
• Cross-Functional Collaboration: Experience working closely with Customer Success, Sales, RevOps, BI, and Product teams.
• Executive Communication: Clear, concise, and credible communicator, comfortable influencing directors and senior stakeholders.
• Language Proficiency: Fluent French (C2) and strong professional English (C1).

Benefits

• Meal Vouchers: 19 meal vouchers per full month worked, for €9, funded 50% by the company and 50% by the employee
• Transportation: 50% reimbursement of your public transportation subscription (upon submission of receipt/invoice)
• Employee Benefits Platform (Works Council): Access to various discounts and perks through our CE platform
• Health Insurance: Coverage under the company’s group health insurance plan
• Paid Time Off: 25 days of paid leave per year, based on a five-day workweek
• Additional Paid Leave: 5 extra days of paid leave per year, in addition to statutory vacation days
• Remote Work Policy: Up to two days of remote work per week (after successful completion of the probation period and with manager approval)