Customer Success Manager SMB
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
We choose to be here and to do what we do. We are responsible for our objectives and for the output of our work.
- 💡 Initiative
Taking action without direction from above to improve our knowledge and come up with solutions to problems. Initiative is a key reason for success and places an obligation not to stifle it.
- 👨👦 Empowerment
We encourage those below us to take action and support them if they make mistakes. We explain what we want to be accomplished and allow flexibility in how it is accomplished.
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🧸 Caring
Being concerned about our co-workers, our customers, and the customers of our customers.
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🏋️ Ambition
Always seeing bigger and having a strong desire and determination to succeed.
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Your main missions & responsibilities
Your primary mission will be to deeply understand and advocate for the needs of our small accounts (MRR <1K€), providing tailored support until they are sufficiently autonomous.
Portfolio Management
1. Acting as the main point of contact for approximately 70 priority accounts (ie: Emma & Chloé, Aime, La Rosée, Faguo…), your responsibilities will include:
- Understanding of all your portfolio: industry knowledge & tendencies, understanding & answering your clients’ pains & needs.
- Building trusted relationships with our most strategic accounts by: giving advice on product usage according to their needs, ensuring their project with Shipup is a success, and proactively offering solutions.
- Spearheading the establishment of measurable goals and success indicators to guide clients toward achieving their objectives.
- Making them ambassadors
2. Leveraging on your portfolio expertise & knowledge, you’ll:
- Act as the primary contact for renewal discussions
- Manage contractual and billing inquiries from clients
- Identify expansion opportunities
3. Playing a pivotal role in client retention efforts, you'll address any signs of dissatisfaction (e.g., churn, objections)
4. Internally, you'll advocate for your client's interests and requirements.
Cross-Team Collaboration
We are looking for a curious and solution-oriented individual who proactively fosters client autonomy and engagement. In this capacity, you'll collaborate closely with various internal teams (Product, Marketing, Sales, etc.) to implement relevant and impactful tools, processes, content, etc.
The opportunities for innovation in client engagement are vast, and you'll have the autonomy to propose and implement new approaches and formats.
Meet the CS Team
- Manon - VP CS
- Brianna - Team Lead CS
- Léa - Team Lead CS
- Nabila - Customer Success Manager - Enterprise clients
- Antoine - Customer Success Manager - Enterprise clients
- Camille - Customer Onboarding Manager
- François-Xavier - Customer Care Manager
What you have...
You could be a good fit if
- You have prior experience (2 years minimum) in customer relationship management - experience in project management is a plus.
- You demonstrate skills in account management including negotiation, objection handling, and contributing to commercial offers to retain and reassure clients when necessary
- Your primary objective is your clients' success: you are unafraid to tackle their issues. Renowned for your problem-solving abilities, you excel at understanding, handling, escalating issues, and automating solutions if possible
- You are unafraid to provide operational support to your customers (help them in their configurations, training…)
- You are excellent at oral and written communication, in both French and English
- You are organized, autonomous, and skilled at prioritizing tasks
What you’ll get…
🏅 Embrace the opportunity to be part of the team during this exciting moment! This role is crucial in the 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) ✨
🗃 Startup spirit & the structured environment: a fast-paced environment, where there is a lot to learn but, at the same time, you are in a mature, organized environment with a clear product vision.
🇫🇷 Stylish office located in Paris, 9ème (Rooftop access!)
🍰🍾 Weekly events: lunches, dinners, drinks, parties…
⛷ Every year we organize amazing company-wide offsite to strengthen our social ties.
🌎 We have more than 15 different nationalities at Shipup!
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 Manon and Léa
🎯 01:00 l Top grading interview with Léa and another member of the team
🥗🍻 Culture fit
💞 Reference check
End notes
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 you think this is a role that would make 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.
Paris office
✨ Our perks
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Team Building and Seminar
We offer each Shipup team one group activity per month (on a voluntary basis). Some examples of activities: escape game, ping pong, axe throwing, or karaoke 🎤 !
Shipup also offers each team an offsite to various destinations like Arcachon or Sevilla once a year. Activities include workshops, city tours, restaurants, activities...
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Lunches and after work with colleagues
ShipUp plans lunches in restaurants every two weeks and one after work a month to enjoy good times together🍝🍣 .
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Offsite
Shipup organises at least one offsite per year to meet the whole Shipup team (Paris and New York offices and full remote employees included) in other, more exotic destinations: Marrakech, Sicily and many others to come 🎉 .
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Work from home
Being able to work from everywhere you want three days (of your choice) per week💻 .
It is also possible for New York employees to come work in the Paris office as they would normally, and vice versa.
🔍 What are we looking for?
Shipup is looking for new talents who can work autonomously and want to be the master of their craft - from A to Z.
Shipup greatly values inventive candidates who are not afraid of the day to day of a start-up or jostled by ever present surprises and challenges.
About Shipup
We envision 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.
Behind this vision, all our coworkers share five core values: ownership, initiative, empowerment, caring, and ambition. These values guide us in our day-to-day decisions, actions, and company culture.
Beyond these five values, Shipup has always wanted to create a multicultural team where each talent has his own mindset that allows us to develop varied and creative ideas.
Multicultural collaboration also allows everyone to cultivate valuable qualities such as empathy, tolerance, and open-mindedness.
Customer Success Manager SMB
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