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.
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
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:
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!
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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 [email protected] for support during the application process.
🚚 Founded in 2014, Shippeo is a French based SaaS company providing supply chain visibility. Shippeo has grown from 70 to 220 employees during the last two years and is continuing to rapidly scale after an additional $40M fundraising round in October 2022.Shippeo is an exceptionally diverse company with colleagues from 27 different nationalities and speaking 29 languages. With offices throughout Europe, North America and recently Asia, Shippeo provides global coverage to all of our clients.
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