Customer Success Manager - Paris

Shippeo; Paris; Sur place; EUR 45 000 - 60 000; Plein temps

Avantages offerts par ce poste

Growth opportunities

Professional development

Hybrid work model

Résumé du poste

Shippeo is seeking a Customer Success Manager in Paris to drive operational success for our SMB and Midmarket accounts. This role combines problem-solving with strategic planning, ensuring smooth customer experiences in a hybrid work model. The ideal candidate will have over 2 years of experience in a SaaS environment, strong communication skills in both French and English, and the ability to proactively manage a diverse portfolio.

Join a diverse team with opportunities for growth and professional development while making a meaningful impact in global supply chains.

Qualifications

• High-autonomy operator with excellent problem-solving skills.
• Experience in high-growth SaaS or logistics.
• Excellent communication and strategic planning abilities.

Responsabilités

• Manage a diverse portfolio of SMB and Midmarket accounts.
• Identify and solve operational bottlenecks.
• Conduct training sessions to define customer use-cases.

Connaissances

Self-organized

Account Management

Communication (C1 in French and English)

Formation

2+ years in Customer Success or Account Management

Outils

SaaS platforms

Description du poste

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.

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.

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 about 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 and 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: self‑organized doer who takes full ownership of portfolio; thrives with 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: willingness to understand a complex product inside and out, including technical tickets to identify root causes and provide solutions.
• Communication excellence: C1 proficiency in French and English is mandatory; 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).

Why Join Shippeo?

• 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.

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 [e-mail] for support during the application process.