Customer Success Manager - Americas

Senior Talent Acquisition Manager @Shippeo | Global Recruitment Strategy - Europe & US markets | Candidate Experience | SaaS B2B

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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, 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:

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.

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

Reports to
: SVP, International Growth

Collaborates with
:
Head of Customer Success and the Americas team

• 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.
• 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 teams.
• 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.

• 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,…