VP Customer Success

About

At Shipup, our mission is to create a seamless, proactive, and branded post-purchase experience for online retailers. 🛍🛒

If you’ve ever shopped online, you’ve probably already had your patience tested by an order that never seems to come. For online retailers, a bad post-purchase experience is a costly nightmare: it hurts customer satisfaction, online reputation, and repeat purchase rate while inflating the volume of complaints to customer service.

We’re a SaaS company that tracks online retailers’ orders in real time to make online shopping less stressful. Customers are happier, complain less, and buy again more.

Shipup is looking for passionate people to help deliver unforgettable experiences that inspire lifelong loyalty.

We work with more than 300 brands in Europe and North America, including some very successful digital native brands (Cheerz, Blissim, Withings, Feed, Respire, Aime, Na-Kd, Ssense, Ysé, A.P.C. …) while others are larger, more traditional accounts (Leclerc, Carrefour, Go Sport, Yves Rocher, Zadig & Voltaire, Petit Bateau, etc…).

In 2022: Shipup is part of Global Blue’s RetailTech Solutions, a suite of disruptive new retail technologies that provide the best-in-class response to the main challenges concerning the post-purchase experience.

Today it’s a 50+ people company that envisions a world where brands keep their promises throughout the customer journey.

Our company culture & values

  • ✊ Ownership

Taking ownership means feeling completely responsible for our goals — and this is something all of Shipup adheres to! We believe that every single one of us needs to feel accountable for the results of our work. This creates a state of complete trust in each other.

  • 💡 Initiative

Our teams’ are founded on pushing each other to take initiative. Today, we constantly take action without being told what to do and come up with solutions to problems!

  • 👨‍👦 Empowerment

We want all of our employees to succeed. Thus, we provide everything and anything they need to thrive! We also encourage everyone to take action and more importantly, we support them if they make mistakes.

  • 🧸 Caring

One of Shipup's priorities is to create a culture of care daily. We not only care about our co-workers, but we deeply care for our customers and the customers of our customers! Our whole product is based on how much a company cares for its clients, and we love it!

  • 🏋️‍ Ambition

Our team always sees the bigger picture! We have a strong desire and determination to succeed

Job Description

Leadership

Strategy

  • Define the CS vision and strategy in line with our company’s vision, strategy, and objectives (constant improvement of our Customer experience and retention).

  • Ensure close internal collaboration (with the Sales, Tech & Product, Marketing teams) in identifying and tracking strategic transversal projects, while effectively managing stakeholders to pursue both company and team objectives.

  • Identify opportunities for enhancing the roles and structure within the Customer Success department to optimize our overall success.

  • Provide regular updates and insights on customers’ success performance, challenges, and opportunities, and collaborate with teams to address strategic issues and drive business growth.

Excom role

  • Co-create an efficient Go-to-Market team in partnership with the C-suite.

  • Partner with the other members of the Executive Committee to develop and communicate the company's vision, mission and values, ensuring alignment with customer success objectives and initiatives.

  • Represent the CS team at the ExCom, make the voice of the team and our clients heard while taking part in the company strategy.

Management and Mentorship of the CS Team

  • Attract, support, and nurture your talents while also expanding the capabilities of your team by identifying skill gaps, implementing initiatives to address them, and empowering them to take ownership.

  • Monitor the activity and pilot the team and individual performance through structured and precise KPIs.

  • Automate low-added-value tasks to allow your team to focus on the highest-impact ones

  • Cultivate an environment of innovation, facilitate the exchange of best practices and industry insights, and establish yourself as a visionary leader within and beyond the team

  • Maintain a high level of engagement and motivation within the team.

Drive revenue growth

  • Make the CS team an efficient growth engine

  • Collaborate closely with the sales team to develop and execute strategies for driving revenue growth through upsells, cross-sells, and expansion opportunities within existing customer accounts.

  • Develop and execute strategies to increase renewal rates and minimize customer churn, ensuring the ongoing retention of revenue-generating customers.

External collaboration (client-facing)

  • Work closely with customers to understand their business objectives and demonstrate the ROI they derive from our products and services.

  • Leverage satisfied customers as advocates for our brand, encouraging them to participate in case studies, testimonials, and referral programs that can drive new business and revenue growth.

Meet the ExCom members

Meet the CS Team

Preferred Experience

Must-Have Skills:

  • You possess a minimum of 8 years of experience in Customer Success / Account Management within B2B, demonstrating a successful history of engaging with clients of various sizes, with a particular focus on SMB clients.

  • You have 3+ years of management experience, recognized for your ability to foster skills development and empower teams to achieve professional growth.

  • You have solid sales and negotiation acumen, driven by a desire to exceed objectives consistently.

  • You demonstrate a data-driven approach, coupled with strong analytical capabilities and a keen focus on ROI analysis.

  • You are an impact-driven and problem solver.

  • You are renowned for collaborative skills, effectively interfacing with diverse teams and stakeholders.

  • You have excellent communication skills in French and English (both written and verbal).

Nice to have Skills:

  • You have a first experience in a Saas company

What you’ll get…

🏅 Embrace the opportunity to be part of the team during this exciting moment!

🧸 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!

Recruitment Process

☎️ 45 min l Screening interview with Angélique, our Talent Acquisition Manager

👥 01:00 l Top grading / Motivational interview with Agop (CEO)

🔎 01:30 l Case study presentation with situational questions with Team Leaders

☕️ 01:30 l Leaders & Peers interviews

😂 Drinks or lunch with the team

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Education Level: Master's Degree
  • Experience: > 7 years
  • Occasional remote authorized
Apply Now

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