Customer Success Manager

XAnge; Paris; Hybride; EUR 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Meal voucher (10€ per worked day)

ClassPass membership

MacBook or setup of your choice

100% health insurance coverage

International environment

Résumé du poste

Bigblue is hiring a Customer Success Specialist in Paris (Hybrid) to retain and grow a portfolio of small to medium merchants while driving satisfaction and upsell opportunities.

You will manage relationships end-to-end, monitor health metrics, and handle escalations with ownership. The role emphasizes customer-centricity, strong communication, and analytics to reduce churn.

Qualifications

• 2+ years in a client-facing role.
• Excellent organizational & time management skills.
• Excellent interpersonal skills.
• Detail-oriented and problem-solver.
• Analytical mindset.
• Fast learner — able to assimilate large amounts of information quickly.
• Customer ultra-centricity.
• Fluent in English and French.

Responsabilités

• Own the success of a portfolio of small to medium merchants.
• Provide strong support when complex cases cannot be handled in a written way (level 2 escalation).
• Serve as the main point of contact for a defined merchant portfolio, managing the relationship end-to-end with limited supervision.
• Monitor account health metrics proactively to detect risks before they escalate.
• Handle escalations autonomously — from identification to resolution.
• Identify and act on upsell and expansion opportunities within your business unit.
• Spot high-potential merchants and actively support their growth into higher tiers.
• Build lasting relationships that reduce churn and increase merchant satisfaction.
• Build pro-activate communications to help our merchants improve their experience with Bigblue.
• Identify recurring pain points across accounts and propose scalable solutions.
• Contribute to team rituals and knowledge-sharing — webinars, best practice guides, internal documentation.
• Flag patterns in merchant feedback that inform product or ops improvements.

Connaissances

Client-facing

Organizational skills

Interpersonal skills

Detail-oriented

Analytical mindset

Fast learner

Customer-centric

Fluent English

Fluent French

Description du poste

Paris

Merchant – Customer Success /

Full-time job /

Hybrid

E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.

We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.

Since 2018, we’ve built a tech-driven logistics platform powering 600+ brands — from fast-growing DTC players to global names like MUJI, Aigle, and Cabaïa. With 220+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 9 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.

Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion.

The journey ahead is bold, and we’re looking for the right partner to help us lead the way.

About The Role

The Customer Success Specialist will be responsible for retaining and building Bigblue small to medium accounts by increasing their overall satisfaction, helping those accounts to grow & upsell, and eradicating churn.

Location: Paris 9th, France (Hybrid)

As Customer Success Specialist, You Will:

Own the success of a portfolio of small to medium merchants

• Provide strong support when complex cases cannot be handled in a written way (level 2 of escalation)
• Serve as the main point of contact for a defined merchant portfolio, managing the relationship end-to-end with limited supervision
• Monitor account health metrics proactively to detect risks before they escal
• Handle escalations autonomously — from identification to resolution — with a clear sense of ownership

Retain and grow merchant revenue

• Identify and act on upsell and expansion opportunities within your business unit
• Spot high-potential merchants and actively support their growth into higher tiers
• Build lasting relationships that reduce churn and increase merchant satisfaction

Continuously improve merchant experience

• Build pro-activate communications to help our merchant improving their experience with Bigblue
• Identify recurring pain points across your accounts and propose scalable solutions (templates, processes, playbooks)
• Contribute to team rituals and knowledge-sharing — webinars, best practice guides, internal documentation
• Flag patterns in merchant feedback that can inform product or ops improvements

You would be a great fit if this sounds like you:

• 2+ years of experience in a client-facing role
• Exceptional organizational & time management skills
• Excellent interpersonal skills
• Detail-oriented and problem-solver
• Analytical mindset
• Quick learner — you are able to assimilate huge amounts of information quickly.
• Customer ultra-centricity
• Fluent in and

Bonus points for

• Ability to remain calm under pressure
• Prior experience in logistics, fulfilment or related fields
• Be autonomous to solve issues with merchants
• Have an optimistic point of view: “there are no problems, only solutions”
• Experience in a scale-up
• Other language skills ( , , )

Why join Bigblue

• High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.
• Founders-led company with an innovative, caring culture.
• Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.
• International environment: Work across Paris, Madrid, London, and our European warehouse network.
• Brand-new offices in the heart of Paris’ 9th arrondissement (biggest tech hub).
• 10€ meal voucher per worked day (55% paid by Bigblue) + unlimited free snacks at the office.
• ClassPass membership for fitness & wellness.
• MacBook or any setup you need — your choice of equipment to do your best work.
• 100% health insurance coverage with Benefiz.

Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.

Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.

Hiring Process

• Discovery call with a Talent Acquisition Manager (Google Meet)
• Experience deep dive with the Hiring Manager (Google Meet)
• Case-study with the future team
• On-site interviews (in our Paris offices)
• Reference checks
• Offer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.