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VP Customer Success

Job summary
Permanent contract
Paris
Salary: €90K to 110K
Occasional remote
Experience: > 7 years
Education: Master's Degree
Skills & expertise
Leadership
Julia
Exchange

Shipup
Shipup

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Questions and answers about the job

The position

Job description

Basics

  • Based in: Paris area

  • Contract: : Full-time permanent contract

  • Manager: Agop, CEO

  • Team: Customer Success 

  • Budget: from 90 to 110 k€

Shipup is a 50+ people company that envisions a world where brands keep their promises along the entire customer journey.

That’s why we enable brands to take control over the most volatile part of the customer experience —the post-purchase— so they increase brand loyalty and save support costs

Your main missions & responsibilities

Leadership

Strategy

  • Define the CS vision and strategy in line with our company’s vision, strategy, and objectives (constant improvement of our Customer experience and retention).

  • Ensure close internal collaboration (with the Sales, Tech & Product, Marketing teams) in identifying and tracking strategic transversal projects, while effectively managing stakeholders to pursue both company and team objectives.

  • Identify opportunities for enhancing the roles and structure within the Customer Success department to optimize our overall success.

  • Provide regular updates and insights on customers’ success performance, challenges, and opportunities, and collaborate with teams to address strategic issues and drive business growth.

Excom role

  • Co-create an efficient Go-to-Market team in partnership with the C-suite.

  • Partner with the other members of the Executive Committee to develop and communicate the company’s vision, mission and values, ensuring alignment with customer success objectives and initiatives.

  • Represent the CS team at the ExCom, make the voice of the team and our clients heard while taking part in the company strategy.

Management and Mentorship of the CS Team

  • Attract, support, and nurture your talents while also expanding the capabilities of your team by identifying skill gaps, implementing initiatives to address them, and empowering them to take ownership.

  • Monitor the activity and pilot the team and individual performance through structured and precise KPIs.

  • Automate low-added-value tasks to allow your team to focus on the highest-impact ones

  • Cultivate an environment of innovation, facilitate the exchange of best practices and industry insights, and establish yourself as a visionary leader within and beyond the team

  • Maintain a high level of engagement and motivation within the team.

Drive revenue growth

  • Make the CS team an efficient growth engine

  • Collaborate closely with the sales team to develop and execute strategies for driving revenue growth through upsells, cross-sells, and expansion opportunities within existing customer accounts.

  • Develop and execute strategies to increase renewal rates and minimize customer churn, ensuring the ongoing retention of revenue-generating customers.

External collaboration (client-facing)

  • Work closely with customers to understand their business objectives and demonstrate the ROI they derive from our products and services.

  • Leverage satisfied customers as advocates for our brand, encouraging them to participate in case studies, testimonials, and referral programs that can drive new business and revenue growth.

Meet the ExCom members

Meet the CS Team


Preferred experience

Must-Have Skills:

  • You possess a minimum of 8 years of experience in Customer Success / Account Management within B2B, demonstrating a successful history of engaging with clients of various sizes, with a particular focus on SMB clients.

  • You have 3+ years of management experience, recognized for your ability to foster skills development and empower teams to achieve professional growth.

  • You have solid sales and negotiation acumen, driven by a desire to exceed objectives consistently.

  • You demonstrate a data-driven approach, coupled with strong analytical capabilities and a keen focus on ROI analysis.

  • You are an impact-driven and problem solver.

  • You are renowned for collaborative skills, effectively interfacing with diverse teams and stakeholders.

  • You have excellent communication skills in French and English (both written and verbal).

Nice to have Skills:

  • You have a first experience in a Saas company

What you’ll get…

🏅 Embrace the opportunity to be part of the team during this exciting moment!

🧸 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)✨

🗃 Startup spirit & the structured environment: a fast-paced environment, where there is a lot to learn but, at the same time, you are in a mature, organized environment with a clear product vision.

🇫🇷 Stylish office located in Paris, 9ème (Rooftop access!)

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

⛷ Every year we organize amazing company-wide offsite to strengthen our social ties.

🌎 We have more than 15 different nationalities at Shipup!


Recruitment process

☎️ 45 min l Screening interview withQuentin, our Talent Acquisition Manager

👥 01:00 l Topgrading interview withAgop (CEO)

🔎 01:30 l Technical interview withAgop (CEO) andManon (VP CS in transition)

☕️ 01:30 l Leaders & Peers interviews withLéa (CPTO) andJulia (Chief of Staff)

😂 01:00 l Cultural fit

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