Customer Success Manager

Shipup is a 50+ people company that envisions a world where **brands keep their promises along the entire customer journey.**

That's why we enable brands to take control over the most volatile part of the customer experience —the post-purchase— so they increase brand loyalty and save support costs

**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 on a daily basis. We not only care about our co-workers, but we deeply care for our customers and the customers of our customers Our whole 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 are currently seeking a passionate Customer Success Manager to oversee some of our high-end clients. In this role, you will report to our Team Lead, Léa, and work closely with the team to create the best possible customer journey.

**1. Consultant / Success**:

- **Develop and nurture** the relationship and retention with your client portfolio (enterprise)
- Drive **expansion** and **renewal**:

- **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 detection
- Be an **expert of the solution** from a technical and business point of view (especially business)
- **Communicate** the product roadmap vision to customers
- Support the whole follow-up process
- Client support (business & technical) in collaboration with the CS team

**2. Project Management**:

- **Challenge, automate and improve** our processes and automation
- Enrich our **internal and external documentation**:

- **Collaborate internally** with Onboarding, Sales, Product, Tech...

**Meet the CS Team**:

- Ségolène - VP CS
- Brianna - Team Lead CS
- Léa - Team Lead CS
- Laura - Customer Success Manager
- Marine - Customer Success Manager
- Jade - Customer Experience Manager
- Camille - Customer Onboarding Manager
- Erica - Customer Success Manager (based in the USA)
- François-Xavier - Customer Care Manager

**What you have...**:
**You could be a good fit if**:

- You have a prior experience (2-3 years minimum) in **project management/customer relationship management**:

- 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 **organized** and know how to **prioritize**:

- You're a **fast learner, independent** and **curious**:

- You are excellent at **oral and written communication**, in both **French** and **English** (fluent at least)

**What you’ll get**:
**International environment**: We acknowledge and celebrate our differences. Diversity and inclusion (D&I) are values that we require every employee to champion in our workplace. The Customer Success team is a perfect example of a fully multicultural 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**)

Opportunities to visit the USA team.

Every year we organize amazing company-wide off-sites in France to strengthen our social ties.

Weekly events: lunches, dinners, drinks, parties

**Hiring Process**:
**️ **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 **Léa** and **Brianna**, Team Lead CS**

30 min business case to prepare, 30 min to present and challenge it, 30 min Q&A

️ **01:30** **l Motivational interview with Léa and **Ségolène**, VP CS**

**Drinks or lunch with the team**
To ensure that you will be in line with our values and culture

Reference check

**Tips for Ac