Customer Success Manager H/F - Shippeo

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:
About the RoleAs 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: Based in Paris, France.- Work Model: Hybrid (three days per week in-office).- Contract Type: Full-time- Function: Customer SuccessApplication Requirement:As we operate internationally, we kindly request all candidates to submit their CV in English. Applications submitted in other languages cannot be considered.Key ResponsibilitiesOwn 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

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 MarketingPreferred 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.