Customer Success Manager
Administration
Paris, France
Company Description
Founded in 2014, Shippeo is a leading European SaaS company transforming supply chain visibility. With a global presence and multicultural team of 27 nationalities operating across Europe, North America, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across various sectors.
Our ambition is to become the world's leading supply chain data platform, using predictive AI, high-quality real-time data, and a robust partner network to enhance customer experience and operational excellence.
Learn more about our mission and values on our website: https://www.shippeo.com/en/company/about-us
About the Role
As a Customer Success Manager, you will help Shippeo's Tier 3 customers—accounts up to €80k ARR that represent roughly half of our customer base—achieve measurable value from Shippeo at scale. By building structured, repeatable engagement practices, you will support adoption, protect retention, identify opportunities for growth, and increase the portfolio's Net Revenue Retention (NRR), with Gross Revenue Retention (GRR) as the foundation.
You will be the primary face of Shippeo for 40+ accounts, working closely with a dedicated Account Manager and collaborating with Product, Customer Delivery, Sales, and Marketing to solve customer problems and strengthen long-term partnerships.
Location & Work Model:
• Location: Based in Paris, France.
• Work Model: Hybrid (three days per week in-office).
Application Requirement:
As we operate internationally, we kindly request all candidates to submit their CV in English. Applications submitted in other languages cannot be considered.
• Contract Type: Full-time
• Function: Customer Success
Key Responsibilities
• Own your portfolio: Act as the primary point of contact for 40+ accounts and maintain an accurate, current view of account health, including adoption, open risks, and value realization.
• Protect retention and build expansion: Own portfolio health and retention outcomes, using strong customer value and close collaboration with the Account Manager to support sustainable NRR growth.
• Drive adoption and surface value: Understand customers' supply chain objectives, identify gaps in value realization, and translate usage and operational insights into clear, actionable recommendations through Shippeo's Visibility Engineering approach.
• Run consistent, scalable engagement: Execute structured playbooks across the portfolio, including business reviews, health check-ins, training, and self-service enablement, so that every account receives consistent and relevant support.
• Strengthen cross-functional outcomes: Coordinate with Account Management on commercial topics, Customer Delivery on carrier onboarding and support, Product on customer feedback, and Marketing on customer stories and advocacy opportunities.
What We're Looking For (Must-Haves)
• Demonstrated ability to manage and prioritize a portfolio of 40+ accounts with strong organization, follow-through, and proactive risk management.
• Experience in Customer Success, Account Management, Project Management, Consulting, or a comparable customer-facing role, ideally in a SaaS environment.
• Ability to interpret customer activity, adoption, and business context to identify risks, opportunities, and practical actions that improve customer outcomes.
• Strong written and verbal communication skills in German and English, with the ability to engage operational users, project teams, and senior stakeholders.
• A structured, curious, and evidence-based approach to customer conversations, including the confidence to communicate difficult insights directly and constructively.
• Collaborative working style and the ability to coordinate effectively across Sales, Account Management, Customer Delivery, Product, and Marketing.
Preferred Qualifications (Nice-to-Haves)
• Experience working with customers in supply chain, logistics, transportation, or manufacturing.
• Experience in a B2B SaaS company or in a role that used repeatable customer engagement playbooks and value-realization practices.
• Professional proficiency in French, Dutch, Spanish, or Italian.
Why Join Shippeo?
At Shippeo, you will join a fast-moving company that values ambition, care, delivery, and collaboration. We offer an environment where impact is encouraged, ideas are valued, and development is supported.
What sets us apart:
- Meaningful work with real-world impact in global supply chains.
- A diverse, inclusive, and international team.
- A culture of transparency, feedback, and continuous learning.
- Opportunities for growth, internal mobility, and professional development
- Hybrid work model and flexible policies.
To learn more about our culture and people, visit our Careers section or explore team stories on our social platforms.
Recruitment Process
Our hiring process includes the following steps:
- Preliminary call with a Talent Acquisition Manager
- First interview with the Hiring Manager
- Case study interview or technical assessment
- Final interview with leadership or cross-functional team members
Diversity and Inclusion
At Shippeo, we are committed to fostering a diverse and inclusive workplace. We value the perspectives, experiences, and contributions of individuals from all backgrounds. Our policies, practices, and company culture reflect this commitment to equal opportunity and mutual respect.
If you have specific needs or questions regarding disability inclusion, you may reach out to our dedicated Disability Advisor at inclusion@shippeo.com for support during the application process.
