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Customer Success Manager Senior

Job summary
Permanent contract
Salary: Not specified
Experience: > 5 years
Skills & expertise
Business strategy
Customer Relationship Management
Time management
Project management
Documentation management


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Questions and answers about the job

The position

Job description

At Shipup, the Customer Success team serves as the guardian of the customer voice and experience, working cross-functionally to ensure that using Shipup is easy.

We are currently seeking a passionate Customer Success Manager Senior to oversee our most strategic clients. In this role, you will report to our Team Lead, Léa, and work closely with the team to create the best possible customer journey.

1. Consultant / Success

  • Develop and nurture the relationship and retention with your client portfolio such as Groupe Rocher, Leclerc, Maisons du Monde,etc.

  • Ensure product adoption

  • Expansion: Identify opportunities for upselling or cross-selling products and services to existing clients. Drive revenue growth within the assigned accounts.

  • Renewal: Ensure the successful renewal of contracts. Manage the commercial proposals when necessary.

  • Define and build the client’s success plan to achieve their targets according to the customer journey

  • Adopt a data-driven approach in the management of your portfolio: KPIs analysis + churn anticipation

  • Be an expert in the solution from a technical and business point of view (especially business!)

  • Communicate the product roadmap vision to customers and contribute to the product roadmap definition

2. Project Management

  • Plan and prioritize clients’ topics and transversal projects

  • Work in pairs with the product team on defined product initiatives (new feature launch, feature optimization etc.) and be the CS team referent

  • Challenge, automate, and improve our processes and automation to take part in the CS team scale

  • Enrich our internal and external documentation

  • Collaborate internally with Onboarding, Sales, Product, Tech…

Meet the CS Team

  • Ségolène - VP CS

  • Brianna - Team Lead CS

  • Léa - Team Lead CS

  • Laura - Customer Success Manager - enterprise clients

  • Nabila - Customer Success Manager - enterprise clients

  • Antoine - Customer Success Manager - enterprise clients

  • Jade - Customer Experience Manager - SMB clients

  • Camille - Customer Onboarding Manager

  • François-Xavier - Customer Care Manager

Preferred experience

You could be a good fit if

  • You have a prior experience (5 years minimum) in customer relationship management - experience in project management is a plus

  • The ambition to go beyond with your clients in terms of business and strategy (expansion, engagement, renewal)

  • The success of your clients is your goal and priority and taking part in internal transversal projects does not afraid you

  • You are recognized for your active listening skills and you know how to adapt your speech according to your audience

  • You are excellent at oral and written communication, in both French and English (fluent at least)

  • You are organized and know how to prioritize

  • You’re a fast learner, independent and curious

What you’ll get

🌍 International environment: We acknowledge and celebrate our differences. Diversity and inclusion (D&I) are values that we require every employee to champion in our workplace. The Customer Success team is a perfect example of a fully multicultural team.

🧸 People-centric company: A team where everyone cares about one another: We’re very proud of being a great place to work. Read what our employees are saying about us on Glassdoor! (100% of reviews would recommend it to a friend)✨

⛷ Every year we organize amazing company-wide off-sites in France to strengthen our social ties.

🍰🍾 Monthly events: lunches, dinners, drinks, parties…

Recruitment process

☎️ 30 to 45 min l Screening interview with Angélique, our Talent Acquisition Manager

To better understand your career plan and answer any of your questions

📝 01:30 l Live use case with Léa and Brianna, Team Lead CS

30 min business case to prepare, 30 min to present and challenge it, 30 min Q&A

☕️ 01:30 l Top grading interview with Léa and Ségolène, VP CS

🥗🍻 Culture fit

💞 Reference check

End notes

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this is a role that would make you excited to come to work every day.

Shipup is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

  • Want to ace the interview? Here are some tips:

    • Create a free Shipup account here, and get to know the product.

    • Look at our help center just to see how it’s structured —> no need to read in detail.

    • Think about some past relevant experiences you’ve had. We’re specifically looking for examples of when you demonstrated customer-centric behavior, went above and beyond to help your customers, and implemented processes to decrease contact to the care team.

    • Use the STAR method.

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