Job Title: Customer Success Manager (SMB)

Type of employment: Permanent (CDI)
Target start date: ASAP

Location: Paris or full-remote position in France. You must already be living in France and have the legal right to work here without visa sponsorship, as we’re unable to provide sponsorship for this position.

THE WORLD’S MOST CONNECTED ​POST-PURCHASE AND RETURNS NETWORK 

ZigZag France (formally ShipUp)
We are an award‑winning eCommerce returns and post‑purchase specialist, founded in 2015 by our CEO, Al Gerrie.

With over 250 team members across the UK, Bulgaria, France, Portugal, Germany and Spain, we’re building the world’s most connected post-purchase and returns network — reducing complexity, driving sustainability, and reshaping how retailers engage customers after the sale.

Today, more than 1100 companies use our SaaS platform across 170 countries. Our leading enterprise retail and logistics clients include The Very Group, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, L’Occitane, PhotoBox, Carrefour, Land’s End and DHL.

Discover more about what we do: https://www.zigzag.global/about-us

We were the experts in returns. Now we are the experts in the whole post-purchase experience!

Our Values

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. 

Position Overview:
At ZigZag France, the Customer Success team is the voice of our clients, ensuring that each of them enjoys a seamless experience using our product.

We are looking for a Customer Success Manager to manage our SMB client portfolio and help shape the future of their customer journey.

Key Responsibilities

Portfolio management of +150 SMB e-commerce clients in various industries across Europe

• Build, nurture and strengthen relationships with your client portfolio to ensure long-term retention.
• Define and execute tailored success plans aligned with each client’s objectives.
• Drive product adoption and engagement to maximize perceived value and integration into clients’ operations.
• Identify upsell and cross-sell opportunities to expand account value and contribute to revenue growth.
• Own and secure contract renewals.
• Leverage data to monitor accounts health, anticipate churn risks and optimize customer satisfaction.

Design and implementation of scalable & automated approaches

• Optimize key milestones of the low-touch customer journey to support a growing client base while improving efficiency and reducing manual effort.
• Design, execute and iterate on targeted lifecycle campaigns (email, in-app…) to drive client engagement and product adoption.
• Organize and deliver different education formats (webinars, group sessions…) to increase client autonomy and accelerate time-to-value.
• Build, document and maintain structured playbooks to standardize best practices.
• Develop and continuously enrich a self-service knowledge ecosystem (academy, resources…) to empower clients and reduce dependency on CSM actions.

What you'll need to be successful

• Proven experience as a SMB Customer Success Manager, Account Manager or a similar client-facing role in a SaaS environment.
• Relationship management: ability to establish trust and credibility with various stakeholders (from day to day users to executive sponsors).
• Tooling & systems agility: ability to leverage tools to replace manual work and scale impact (CRM & CS platforms, marketing automation tools…).
• Process design & structuring: ability to turn messy client interactions into repeatable processes.
• Data driven decision making: ability to prioritize and act based on signals (adoption, engagement, health score, churn risk…) rather than intuition.
• Iteration & experimentation mindset: ability to test, learn and continuously improve.
• Autonomy & ownership: ability to build from scratch with rigor and method.

Benefits

• A challenging and learning environment: we value high standards and empowerment. We always strive to make our employees grow to stay at the forefront of the market by knowing and using effective, up-to-date tools, frameworks, and processes! 
• Flexible hybrid remote model: work from our Paris office or fully remotely, as long as your located in France. We know that everyone has their own way of working that best fits their lifestyle and needs. 
• International environment: join a diverse team with 10+ nationalities where English is our official language. 
• People-centric company: we believe that happy and healthy collaborators can achieve great things. Investing in their wellbeing is investing in our success.
• Fun workplace where connections thrive: we value human connections and a collaborative work environment. That is why we organize opportunities to spend time together, whether physically or remotely. 
• Swile card: Meal vouchers and more than €500/year for green transport subsidies (public transport, bike purchases, protective gear etc.).
• 33 days of paid time off per year: a generous PTO policy to support your work-life balance.
• Work from home set-up: Get up to €500 to create an optimal home office with a desk and/or chair.

Please send us your CV in English 

We are proud to be an equal opportunity employer and embrace diversity, equity, and inclusion in all that we do. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. Everyone is valued and encouraged to bring their full selves to work.

We believe in hiring people, not just skills. If this role excites you and inspires you to bring your best every day, we’d love for you to apply.