Customer Success Manager, Shippeo

• Experience: 3–5 years of demonstrated success in a Customer Success, Professional Services, or Account Management role, preferably within an enterprise SaaS or B2B technology environment
• Execution Focus: Proven ability to operate as a highly effective, "hands-on" individual contributor, seamlessly managing the full scope of the role from strategic C-suite discussions to tactical daily support ticket resolution
• Technical Acumen: Demonstrated rapid technical platform mastery, with the ability to independently troubleshoot issues and clearly communicate complex technical concepts to both technical and non-technical audiences
• Revenue and Satisfaction Results: Proven track record of driving high customer satisfaction and consistently achieving net retention goals (e.g., renewals and expansions)
• Support Operations: Demonstrated experience in managing and optimizing customer/user support operations, processes, and KPIs
• Communication Mastery: Exceptional communication, presentation, and negotiation skills, with a focus on clear and actionable stakeholder management

Desirable

• As a Customer Success Manager - Americas, you will contribute to Shippeo’s mission by personally driving the end-to-end success, adoption, and long-term retention of our American customers
• Working closely with cross-functional teams, you will play a key role in delivering high-impact results in a fast-paced, international environment
• Reports to: Christopher Mazza, Senior Vice President
• Stakeholder Management: Cultivate and maintain lasting, high-value relationships with key account stakeholders, from operational users to C-suite individuals, serving as a trusted advisor and strategic partner
• Value Realization: Drive platform adoption rates and proactively articulate value cases and success stories to ensure American customers consistently maximize their ROI from Shippeo
• Strategic Guidance: Lead high-impact quarterly and annual Business Reviews to align with customer strategic goals, track performance, preemptively manage risk, and identify growth/expansion opportunities
• Internal Advocacy: Champion customer needs internally, effectively communicating them to influence product enhancements and strategic roadmap decisions with Product and Engineering teams
• Revenue Management: Collaborate actively with Account Executives and Alliance Managers to secure account retention and expansion goals
• Direct Technical Support: Personally manage and resolve technical and operational support tickets in the queue, providing direct, hands-on support to end-users to ensure a seamless and high-quality customer experience
• Data Integrity: Proactively monitor and analyze Data Quality for customers, personally engaging with them to execute improvement plans and take actionable steps to increase tracking rates and data integrity
• Process Coordination: Serve as the primary liaison for the Americas, diligently escalating and tracking critical issues and feedback through resolution with HQ support and technical team
• Performance Reporting: Track, analyze, and report on key support KPIs (e.g., FRT, Resolution Time, CSAT), using data to drive continuous improvement in support quality

• Step: Recruiter Screen: 30/45min
• Step: Hiring Manager Screen: 45min
• Step: Discussion with Piper + Skill test + team meeting on-site: ⅔ hours
• Since Shippeo operates internationally, please submit your CV in English. We’re eager to hear from you if you’re ready to take on a challenge and grow your career in a supportive, innovative environment