Customer Success Manager

Role Overview

As a Customer Success Manager, you will support Pickup Services’ international clients in defining, designing, and implementing innovative and efficient functional solutions to help them make the most of and optimize Pickup Services’ offering. You will report directly to the Head of Customer Success Managers. Your main responsibilities will include analyzing and monitoring the strategy, priority projects, and objectives of the countries under your responsibility, providing Pickup expertise to help define their roadmaps, and identifying each country’s requirements for new developments and challenging them when necessary.

What You Will Do

Your main responsibilities will include: As a key point of contact, you will support international clients across a portfolio of countries in developing and operating their Pickup parcel shop networks. You will also act as the client expert for several tools, solutions, and processes within the international team.

Why It Might Be a Fit

To be successful in this role, you will need to have excellent communication and active listening skills, strong leadership skills, autonomy, and sound decision-making abilities. You will also need to be proficient in CRM tools such as Salesforce or HubSpot, have strong analytical skills, and be able to work cross-functionally with Product, Marketing, and Support teams.

Requirements

• Master’s degree or equivalent (4 to 5 years of higher education)
• Significant professional experience in a similar position
• Previous experience in account management, customer support, or consulting
• Experience in project management, with the ability to coordinate multiple stakeholders and monitor action plans
• Excellent communication and active listening skills
• Strong leadership skills, autonomy, and sound decision-making abilities
• Proficiency in CRM tools such as Salesforce or HubSpot
• Strong analytical skills, with the ability to monitor and interpret customer performance indicators
• Ability to work cross-functionally with Product, Marketing, and Support teams
• Fluency in French and English, with additional languages such as Portuguese, Spanish, or Dutch being an advantage

Benefits

• Meal card
• Family health insurance
• Additional days off (JATT)
• Profit-sharing & employee incentive scheme
• Remote working
• 75% reimbursement of public transport costs
• Structured onboarding programme