Team Lead CS Europe

  • CDI 
  • Début :  
  • Paris
  • > 3 ans

La tribu



  • AdTech / MarTech, E-commerce, Logistics, SaaS / Cloud Services

Le poste

Team Lead CS Europe

  • CDI 
  • Début :  
  • Paris
  • > 3 ans

Cette offre a été pourvue !


June 30th 2020: Shipup announces a 6m€ series A in order to open an office in New York and recruit 45 people in the next 12 months.

Shipup was created at the end of 2016 by 3 Co Founders from HEC Paris and Centrale Paris who used to work for Drivy (acquired by Getaround), Rocket Internet, Casper and Dashlane.

We are a SaaS company that tracks the orders and deliveries of online retailers in real time in order to create a seamless, branded and reassuring post-purchase experience (proactive and live notifications, customized tracking pages, customer surveys at delivery…). Thanks to Shipup, ordering online is less stressful leaving online shoppers more satisfied, complaining less and buying again.

We work with more than 300 brands in Europe and North America, some of which are very successful digitally native brands (Cheerz, Blissim, Withings, Feed., Le Petit Ballon, Respire, Aime, Na-Kd, Ssense, Ysé, A.P.C. …) while others are larger, more traditional accounts (Leclerc, Carrefour, Intermarché, Go Sport, Yves Rocher…).

We are now a team of 40 people and growing at a very fast pace! Our ambition is to become the world leader in ecommerce post-purchase experience.

Job description

The pandemic has led to massive growth in e-commerce, which means we need to hire to keep up! 💥 That’s where you come in. In this phase of fast-paced growth, more and more e-commerce clients are looking to Shipup to revolutionize their post-purchase experience. That’s a great thing 🎉 and their happiness needs to remain our priority.

We’re looking for our first Team Lead Customer Success !

As a manager

  • Manage, coach and develop a team of 4 Customers Success Managers
  • Empower and support your team to handle renewals, nurture and expand existing accounts
  • To improve our CS strategy and internal processes, you will work closely with all teams at Shipup: Onboarding, Product, Sales, Tech team…
  • Perform, track, forecast and track regular analyzes of the key account metrics
  • Plan and prioritize clients’ subjects/projects for the CS team

As a CSM

  • Drive the best customer experience leading to success throughout the Customer journey
  • Ensure your customer portfolio achieves their objectives
  • Build a solid base of referenceable users from your accounts, develop and nurture the relationship and retention and turn them into promoters
  • Be an expert of the solution from a technical and business point of view (especially business!)
  • Communicate and participate to the product roadmap vision providing customer feedback and insights

Meet the CSM team

Preferred experience

  • 2+ years experience in team management
  • 3+ years in CS, Account management, Project management, preferably in B2B SaaS
  • Love putting your team and the customers at the center of your day
  • Strong communication and coaching skills
  • Strong autonomy with a proven work methodology
  • Bilingual English / French
  • You are very comfortable with tech & product topics and learning new tools

🤩 Why should you apply ?

  • The opportunity to join a fast growing startup, funded by ecommerce experts (Cofounders of Veepee, AlloResto, Cheerz, Birchbox Europe, Tediber, Le Petit Ballon…)
  • In 3 years, you’ll be able to say: “I was there when there were only 40 of us”
  • International team where everyone cares for one another
  • Insane off-sites (Sicily, Marrakech, Corsica, Cap Ferret, Val d’Isere…)
  • Lots of perks: Navigo pass for transportation, lunches, dinners, drinks, parties…

Recruitment process

📞30’ : Pre-qualification call with Angélique, Talent Acquisition Manager
🖥 Home assignment
🤚🏻 90’ interview with Ségolène, the Head of CSM
🤚🏻 Two 45’ meetings with two members of the CS Team
🥗🍻Culture fit
💡Reference calls

If you want to read what our employees are saying about us on Glassdoor ! ✨

Meet the team

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