Customer Success Manager

Job Description

About the Role

As a Customer Success Manager, you will help Shippeo's Tier 3 customers, accounts up to €80k ARR that represent roughly half of our customer base, achieve measurable value from Shippeo at scale. By building structured, repeatable engagement practices, you will support adoption, protect retention, identify opportunities for growth, and increase the portfolio's Net Revenue Retention (NRR), with Gross Revenue Retention (GRR) as the foundation.

You will be the primary face of Shippeo for 40+ accounts, working closely with a dedicated Account Manager and collaborating with Product, Customer Delivery, Sales, and Marketing to solve customer problems and strengthen long-term partnerships.

• Location: Based in Paris, France.

• Work Model: Hybrid (three days per week in-office).

• Contract Type: Full-time

• Function: Customer Success

Application Requirement:

As we operate internationally, we kindly request all candidates to submit their CV in English. Applications submitted in other languages cannot be considered.

Key Responsibilities

• Own your portfolio: Act as the primary point of contact for 40+ accounts and maintain an accurate, current view of account health, including adoption, open risks, and value realization.
• Protect retention and build expansion: Own portfolio health and retention outcomes, using strong customer value and close collaboration with the Account Manager to support sustainable NRR growth.
• Drive adoption and surface value: Understand customers' supply chain objectives, identify gaps in value realization, and translate usage and operational insights into clear, actionable recommendations through Shippeo's Visibility Engineering approach.
• Run consistent, scalable engagement: Execute structured playbooks across the portfolio, including business reviews, health check-ins, training, and self-service enablement, so that every account receives consistent and relevant support.
• Strengthen cross-functional outcomes: Coordinate with Account Management on commercial topics, Customer Delivery on carrier onboarding and support

Qualifications

• Demonstrated ability to manage and prioritize a portfolio of 40+ accounts with strong organization, follow-through, and proactive risk management.
• Experience in Customer Success, Account Management, Project Management, Consulting, or a comparable customer-facing role, ideally in a SaaS environment.
• Ability to interpret customer activity, adoption, and business context to identify risks, opportunities, and practical actions that improve customer outcomes.
• Strong written and verbal communication skills in German and English, with the ability to engage operational users, project teams, and senior stakeholders.
• A structured, curious, and evidence-based approach to customer conversations, including the confidence to communicate difficult insights directly and constructively.
• Collaborative working style and the ability to coordinate effectively across Sales, Account Management, Customer Delivery, Product, and Marketing

Preferred Qualifications (Nice-to-Haves)

• Experience working with customers in supply chain, logistics, transportation, or manufacturing.
• Experience in a B2B SaaS company or in a role that used repeatable customer engagement playbooks and value-realization practices.
• Professional proficiency in French, Dutch, Spanish, or Italian.

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: Drive real-world efficiency and sustainability in global supply chains.

• Inclusive culture: Collaborate with a diverse, international team across multiple continents.

• Continuous growth: Benefit from a culture of transparency, regular feedback, internal mobility, and learning opportunities.

• Flexibility: Enjoy a modern hybrid work model designed to balance collaboration and autonomy.

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 is structured to ensure fairness and mutual evaluation:

1. Preliminary Call: Conversation with a Talent Acquisition Manager

2. Hiring Manager Interview: Deep dive into your experience, portfolio management approach, and customer success baseline

3. Practical Assessment: Case study focused on account health, customer value realization, and scalable portfolio engagement

4. Final Interview: Alignment meeting 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 require reasonable accommodations or specific support regarding disability inclusion during the application process, please contact our dedicated Disability Advisor at inclusion@shippeo.com.