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Customer Success Manager - SMB

Salaire : Non spécifié
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Le poste

Descriptif du poste

Your primary mission will be to deeply understand and advocate for the needs of our small accounts (MRR <1K€), providing tailored support until they are sufficiently autonomous.

Portfolio Management

  • Acting as the main point of contact for approximately 70 priority accounts (ie: Emma & Chloé, Aime, La Rosée, Faguo…), your responsibilities will include:

    • Understanding of all your portfolio: industry knowledge & tendencies, understanding & answering your clients’ pains & needs

    • Building trusted relationships with our most strategic accounts by: giving advice on product usage according to their needs, ensuring their project with Shipup is a success, and proactively offering solutions

    • Spearheading the establishment of measurable goals and success indicators to guide clients toward achieving their objectives

    • Making them ambassadors

  • Leveraging on your portfolio expertise & knowledge, you’ll:

    • Act as the primary contact for renewal discussions

    • Manage contractual and billing inquiries from clients

    • Identify expansion opportunities

  • Playing a pivotal role in client retention efforts, you’ll address any signs of dissatisfaction (e.g., churn, objections)

  • Internally, you’ll advocate for your client’s interests and requirements.

Cross-Team Collaboration

We are looking for a curious and solution-oriented individual who proactively fosters client autonomy and engagement. In this capacity, you’ll collaborate closely with various internal teams (Product, Marketing, Sales, etc.) to implement relevant and impactful tools, processes, content, etc.

The opportunities for innovation in client engagement are vast, and you’ll have the autonomy to propose and implement new approaches and formats.

Meet the CS Team

Profil recherché

  • You have prior experience (2 years minimum) in customer relationship management - experience in project management is a plus.

  • You demonstrate skills in account management including negotiation, objection handling, and contributing to commercial offers to retain and reassure clients when necessary

  • Your primary objective is your clients’ success: you are unafraid to tackle their issues. Renowned for your problem-solving abilities, you excel at understanding, handling, escalating issues, and automating solutions if possible

  • You are unafraid to provide operational support to your customers (help them in their configurations, training…)

  • You are excellent at oral and written communication, in both French and English

  • You are organized, autonomous, and skilled at prioritizing tasks

What you’ll get…

🏅 Embrace the opportunity to be part of the team during this exciting moment! This role is crucial in the 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) ✨

🗃 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!

Déroulement des entretiens

☎️ 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 Manon and Léa

🎯 01:00 l Top grading interview with Léa and another member of the team

🥗🍻 Culture fit

💞 Reference check

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