Customer Success Manager

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 the Americas, 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:

Job Description

About the role

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.

This role is based in Chicago and operates on a hybrid model, requiring 3 days per week in the office (Tuesday, Wednesday and Thursday).

Function: CSM Americas

Reports to: Christopher Mazza, Senior Vice President International Growth

Collaborates with: Americas team and Head of Customer Success

Key Responsibilities

Strategic Partnership & Value Achievement

• 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.

Operational Excellence & Technical Execution

• 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.

Qualifications

What we're looking for

• 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

Preferred

• Experience in the logistics, supply chain, or transportation industry

Additional Information

Our hiring process includes the following steps:

• Step: Recruiter Screen: 30/45min
• Step: Hiring Manager Screen: 45min
• Step: Discussion with Piper + Skill test + team meeting on-site: ⅔ hours

Application Requirements:

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.

We are looking for talents who share our values:

• Ambition
• Care
• Deliver
• Collaboration

Find out more about our values in Our Culture Book

Discover your Dream Team

Meet our Shippians and get to know more about their role at Shippeo

Click here to watch their videos

Diversity Statement

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 for support during the application process.