Customer Success Manager

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._

**_
The role_**:
*****:
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)
- Antoine - Onboarding Manager
- François-Xavier - Customer Care Manager

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

- 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 au