Customer Success Manager

E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.

We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.

Since 2018, we’ve built a tech-driven logistics platform powering 600+ brands — from fast-growing DTC players to global names like MUJI, Aigle, and Cabaïa. With 220+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 9 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.

Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion.

The journey ahead is bold, and we’re looking for the right partner to help us lead the way.

About The Role

The Customer Success Specialist will be responsible for retaining and building Bigblue small to medium accounts by increasing their overall satisfaction, helping those accounts to grow & upsell, and eradicating churn.

Location: Paris 9th, France (Hybrid)

As Customer Success Specialist, you will:

Own the success of a portfolio of small to medium merchants

• Provide strong support when complex cases cannot be handled in a written way (level 2 of escalation)
• Serve as the main point of contact for a defined merchant portfolio, managing the relationship end-to-end with limited supervision
• Monitor account health metrics proactively to detect risks before they escalade
• Handle escalations autonomously — from identification to resolution — with a clear sense of ownership

Retain and grow merchant revenue

• Identify and act on upsell and expansion opportunities within your business unit
• Spot high-potential merchants and actively support their growth into higher tiers
• Build lasting relationships that reduce churn and increase merchant satisfaction

Continuously improve merchant experience

• Build pro-activate communications to help our merchant improving their experience with Bigblue
• Identify recurring pain points across your accounts and propose scalable solutions (templates, processes, playbooks)
• Contribute to team rituals and knowledge-sharing — webinars, best practice guides, internal documentation
• Flag patterns in merchant feedback that can inform product or ops improvements

You would be a great fit if this sounds like you:

• 2+ years of experience managing customer relationships in Customer Success, Account Management, client operations, or another role where you owned customer outcomes—not only handled individual requests.
• Experience independently managing a portfolio of customers, balancing competing priorities while maintaining reliable follow-up.
• Proven ability to handle complex or sensitive customer escalations, investigate root causes, coordinate with internal teams, and communicate a clear resolution plan.
• Strong prioritization and ownership: you can assess urgency and business impact, decide what requires immediate attention, and drive issues through to resolution.
• Data-informed approach to customer management: you can use customer, operational, or performance indicators to identify risks and determine the right next action.
• Commercial awareness: you can recognize retention risks and growth opportunities while recommending solutions that create value for both the customer and Bigblue.
• Clear and adaptable communication: you can explain operationally complex topics, set expectations, and deliver difficult messages constructively.
• Comfort working in a complex, fast-changing environment, with the ability to quickly learn new operational processes, tools, and products.
• Full professional proficiency in French and English, both written and spoken.

Nice to haves:

• Ability to remain calm under pressure
• Prior experience in logistics, fulfilment or related fields
• Be autonomous to solve issues with merchants
• Have an optimistic point of view: “there are no problems, only solutions”
• Experience in a scale-up
• High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.
• Founders-led company with an innovative, caring culture.
• Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.
• International environment: Work across Paris, Madrid, London, and our Europea