Customer Success Manager

BASICS

• Based in: Paris area
• Contract: Permanent (CDI)
• Budget: 49k€ - 55k€
• Start date: 01/02/2026

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 of the most volatile part of the customer experience —the post-purchase— so they can increase brand loyalty and reduce support costs.

At Shipup, the Customer Success team is the voice of our clients, ensuring that each of them enjoys a seamless experience using our product.

We are looking for a passionate Customer Success Manager to manage a defined client portfolio and help shape the future of customer journey.

You will report directly to Manon our Head of CSM and Antoine our VP, and collaborate closely with cross-functional teams to deliver exceptional value to our clients.

• Customer Relationship & Growth
• Build, nurture, and strengthen relationships with your client portfolio, such as — Groupe Rocher, Leclerc, Maisons du Monde — and ensure retention
• Ensure product adoption and engagement across all client touchpoints, to increase the perceived value and integration of the product into their business
• Identify opportunities for upselling and cross-selling ****products and services to maximize client value and drive revenue growth within the assigned accounts
• Secure the successful renewal of contracts and manage the commercial proposals when necessary
• Define and build every client's success plan to achieve their targets according to the customer journey
• Leverage data-driven insights to track KPIs, anticipate churn, and optimize client satisfaction
• Become a trusted advisor, combining technical expertise with a deep understanding of business challenges

• Communicate our product roadmap to clients and provide actionable feedback to influence the roadmap definition

• Project Management

• Plan, prioritize, and manage client initiatives and cross-functional projects
• Challenge, optimize, and automate processes to help scale the CS function
• Collaborate closely with Onboarding, Sales, Marketing, Product, and Tech teams to ensure seamless client experiences

Meet the team

Antoine, VP Customer Success

Manon, Head of CSM

Brianna, Senior Customer Success Manager

Nabila, Customer Success Manager

Debbie, Customer Success Manager

Lorène, Senior Customer Success Manager

Antoine, Onboarding and Pre-sales Manager

François-Xavier, Customer Care Manager

Filipe, Customer Success Engineer

• Proven experience — at least 3 years — as a Customer Success Manager, a Consultant in a consulting firm specializing in project management, or any similar client-facing role.
• Strong relationship-building skills and ability to act as a trusted advisor
• A data-driven mindset, you're able to analyze KPIs, anticipate risks, and recommend actions
• Excellent active listening skills and the ability to adapt your communication style to different audiences
• Outstanding verbal and written communication skills in French and English (Full professional proficiency)
• You are highly organized and adept at prioritizing tasks effectively
• You're a fast learner and you demonstrate strong ownership and accountability in your work

• Flexible hybrid remote model: work from our Paris office and remotely up to two days. We know that everyone has their own way of working that best fits their lifestyle and needs.
• International environment: join a diverse team with 10+ nationalities where English is our official language.
• People-centric company: we believe that happy and healthy collaborators can achieve great things. Investing in their wellbeing is investing in our success. Check out what our employees are saying about us on Glassdoor
• Fun workplace where connections thrive: we value human connections and a collaborative work environment. That is why we organize opportunities to spend time together, whether physically or remotely.
• 33 days of paid time off: a generous PTO policy to support your work-life balance.
• Swile card: Meal vouchers and more than €500/year for green transport subsidies (public transport, bike purchases, protective gear etc.).

• Work from home set-up: Get up to €500 to create an optimal home office with a desk and/or chair.

• 45 min | Screening Interview with Margot, Talent Acquisition Specialist Validate essentials and mutual fit

1h30 | Focused Interview with Manon, Head of CSM Assess specific job-related skills

1h30 | Topgrading interview with Antoine, VP Customer Success Deep-dive into your career story to ensure you align with our current search

45 min | Culture fit To ensure alignment with our values and company culture

Reference check To get feedback from former managers

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 this role makes you excited to come to work every day.

Shipup is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our vision is to create the best post-purchase experience for eCommerce brands globally.

Our unique and multicultural teams have one thing in common: Customer Experience Obsession

Shipup is part of the Global Blue group. Global Blue is the business partner for the shopping journey, providing technology and services to enhance the experience and drive performance. With over 40 years of expertise, today we connect thousands of retailers, acquirers and hotels with close to 80 million consumers across 53 countries, in 3 industries: Tax Free Shopping, Payments and Post-purchase solutions.

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