Shiftmove

Customer Experience Manager, SaaS

Shiftmove

full-time

Posted on:

Location Type: Hybrid

Location: Paris • 🇫🇷 France

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Job Level

Junior

About the role

  • - **Customer Lifecycle Design & Governance:** Own the definition and operationalization of Customer Success workflows across France, from onboarding to expansion. And ensure all lifecycle processes are documented, measurable, scalable, and continuously improved based on performance signals.
  • - **GRR, NRR & Retention Intelligence:** Act as the single source of truth for retention performance by owning GRR/NRR definitions, segmentation, and reporting. Deliver trusted insights that explain trends, risks, and forecast accuracy to CS and GTM leadership.
  • - **CX Tech Stack Stewardship:** Translate CS strategy into scalable workflows, automation, and reporting across the CX technology ecosystem. Ensure accurate data flows, captured customer touchpoints, and high data quality across systems.
  • - **Operational Cadence & Governance:** Own and elevate the French CS operating rhythm, including renewal pipelines, health and risk reviews, adoption and value realization reporting, QBR tracking, and churn-risk governance.
  • - **Strategic Partnership with CS Leadership:** Act as a strategic thought partner to the Director of Customer Success, France, providing forward-looking analysis on retention, expansion, churn drivers, and structural blockers. Shape the French CS Ops roadmap in alignment with GTM priorities and challenge assumptions using data.

Requirements

  • - **Relevant Experience:** Multiple years in Customer Success Operations, Revenue Operations, or a comparable CS analytics or process-focused role.
  • - **SaaS Lifecycle Expertise:** Proven ability to design, optimize, and scale customer lifecycle processes in a subscription-based SaaS environment.
  • - **Analytical Rigor:** Strong analytical capability with experience owning complex KPI frameworks, retention metrics, and executive-level insights.
  • - **CX Technology Fluency:** Deep familiarity with CX technology stacks, including CS platforms, CRM, billing, support, and workflow tools.
  • - **Structured Problem Solving:** Ability to turn ambiguous, complex problems into clear, structured, and measurable processes.
  • - **Cross-Functional Collaboration:** Experience working closely with Customer Success, Sales, RevOps, BI, and Product teams.
  • - **Executive Communication:** Clear, concise, and credible communicator, comfortable influencing directors and senior stakeholders.
  • - **Language Proficiency:** Fluent French (C2) and strong professional English (C1).
Benefits
  • - **Meal Vouchers: **19 meal vouchers per full month worked, for €9, funded 50% by the company and 50% by the employee
  • - **Transportation:** 50% reimbursement of your public transportation subscription (upon submission of receipt/invoice)
  • - **Employee Benefits Platform (Works Council): **Access to various discounts and perks through our CE platform
  • - **Health Insurance: **Coverage under the company’s group health insurance plan
  • - **Paid Time Off:** 25 days of paid leave per year, based on a five-day workweek
  • - **Additional Paid Leave: **5 extra days of paid leave per year, in addition to statutory vacation days
  • - **Remote Work Policy: **Up to two days of remote work per week (after successful completion of the probation period and with manager approval)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success OperationsRevenue OperationsSaaS LifecycleKPI frameworksretention metricsCX technology stacksCRMbilling systemssupport toolsworkflow tools
Soft skills
analytical capabilitystructured problem solvingcross-functional collaborationexecutive communication