Customer Success Manager - Americas

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 America, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across 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:

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

• 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 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.

• Experience: 3–5 years of demonstrated success in a Customer Success, Professional Services, or Account Management role within an enterprise SaaS or B2B technology environment.
• Industry Expertise: Mandatory experience in the logistics, supply chain, or transportation industry, with a strong understanding of operational challenges.
• 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.
• Com…