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Shippeo · 1 week ago

Customer Success Manager - Americas

Chicago, IL

Full-time

Hybrid

Mid Level

3+ years exp

Shippeo is a leading European SaaS company transforming supply chain visibility. As a Customer Success Manager for the Americas, you will drive the success, adoption, and long-term retention of American customers by collaborating with cross-functional teams and delivering high-impact results.

B2BFreight ServiceSaaSShippingSupply Chain Management

Growth Opportunities

Hiring Manager

Milena Guyonnet

Responsibilities

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

Drive platform adoption rates and proactively articulate value cases and success stories to ensure American customers consistently maximize their ROI from Shippeo

Lead high-impact quarterly and annual Business Reviews to align with customer strategic goals, track performance, preemptively manage risk, and identify growth/expansion opportunities

Champion customer needs internally, effectively communicating them to influence product enhancements and strategic roadmap decisions with Product and Engineering teams

Collaborate actively with Account Executives and Alliance Managers to secure account retention and expansion goals

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

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

Serve as the primary liaison for the Americas, diligently escalating and tracking critical issues and feedback through resolution with HQ support and technical teams

Track, analyze, and report on key support KPIs (e.g., FRT, Resolution Time, CSAT), using data to drive continuous improvement in support quality

Qualification

Customer Success ManagementTechnical AcumenData AnalysisSaaS ExperienceStakeholder ManagementCommunication SkillsNegotiation SkillsPresentation SkillsProblem Solving

Required

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

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

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

Proven track record of driving high customer satisfaction and consistently achieving net retention goals (e.g., renewals and expansions)

Demonstrated experience in managing and optimizing customer/user support operations, processes, and KPIs

Exceptional communication, presentation, and negotiation skills, with a focus on clear and actionable stakeholder management