Customer Success Manager

Job description

About

At Shipup , our mission is to create a seamless, proactive, and branded post-purchase experience for online retailers .

If you’ve ever shopped online, you’ve probably already had your patience tested by an order that never seems to come. For online retailers, a bad post-purchase experience is a costly nightmare: it hurts customer satisfaction, online reputation, and repeat purchase rate while inflating the volume of complaints to customer service.

We’re a SaaS company that tracks online retailers’ orders in real-time to make online shopping less stressful. Customers are happier, complain less, and buy again more.

Shipup is looking for passionate people to help deliver unforgettable experiences that inspire lifelong loyalty.

We work with more than 300 brands in Europe and North America , including some very successful digital native brands ( Cheerz, Blissim, Withings, Feed, Respire, Aime, Ssense, Ysé, A.P.C. … ) while others are larger, more traditional accounts ( Leclerc, Carrefour, Maison du Monde, Yves Rocher, Zadig & Voltaire, Petit Bateau, etc… ).

In 2022: Shipup announced that Global Blue had acquired a majority stake in the company while staying an independent structure.

Today it’s a 50+ people company that envisions a world where brands keep their promises along the entire customer journey.

Our company culture & values

·    Ownership

Taking ownership means feeling completely responsible for our goals — and this is something all of Shipup adheres to! We believe that every single one of us needs to feel accountable for the results of our work. This creates a state of complete trust in each other.

·  Initiative

Our teams’ are founded on pushing each other to take initiative. Today, we constantly take action without being told what to do and come up with solutions to problems!

·  Empowerment

We truly want all of our employees to succeed. Thus, we provide everything and anything they need to thrive! We also encourage everyone to take action and more importantly, we support them if they make mistakes.

·  Caring

One of Shipup's priorities is to impose a culture of care daily. We not only care about our co-workers, but we deeply care for our customers and the customers of our customers! Our product is based on how much a company cares for its clients, and we love it!

·  Ambition

Our team always sees the bigger picture! We have a strong desire and determination to succeed.

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 seek a passionate Customer Success Manager to oversee our most strategic clients. In this role, you will report to our VP, Antoine , and work closely with the team to create the best customer journey.

1. Consultant / Success

· 
Develop and nurture the relationship and retention with your client portfolio such as Groupe Rocher, Leclerc, and Maison du Monde.

· 
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

· 
Report customer feedback t o the product team

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

· 
Collaborate internally with Onboarding, Sales, Marketing, Product, Tech...

Meet the CS Team

· 
Antoine - VP CS

· 
Brianna - Customer Success Manager (Enterprise)

· 
Nabila - Customer Success Manager (Enterprise)

· 
Lorène - Customer Success Manager (Enterprise)

· 
Debbie - Customer Success Manager (SMB)

· 
Antoine - Onboarding Manager

· 
François-Xavier - Customer Care Manager

Preferred Experience

· 
You have at least 3 years of experience in customer relationship management and managing contract renewals autonomously - 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: we acknowledge our differences and celebrate them. D&I in our place of work is something we require every employee to champion.

People-centric company: our people matter, and work-life balance is important at Shipup. Our employees talk about it here .

Startup spirit & 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.

Career growth: talent management is essential for us. From onboarding and performance management to career development, we have already a mature organization and the managers to help you grow.

Recruitment Process

45min l Screening interview with Angélique , Senior Talent Acquisition Manager To better understand your career plan and answer any of your questions

01:00 l Top grading interview with Antoine , VP CS

01:30 l Live use case with the team

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.

Tips for Acing the Interview

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

·  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.

Additional Information

·  Contract Type: Full-Time
·  Location: Paris
·  Experience: > 3 years
·  Possible full remote