Customer Success Manager (SMB)

Shipup

1d • Hybrid

About The Position

At ZigZag France, the Customer Success team is the voice of our clients, ensuring that each of them enjoys a seamless experience using our product. We are looking for a Customer Success Manager to manage our SMB client portfolio and help shape the future of their customer journey. We are an award‑winning eCommerce returns and post‑purchase specialist, founded in 2015. With over 250 team members across the UK, Bulgaria, France, Portugal, Germany and Spain, we’re building the world’s most connected post-purchase and returns network — reducing complexity, driving sustainability, and reshaping how retailers engage customers after the sale. Today, more than 1100 companies use our SaaS platform across 170 countries.

Requirements

• Proven experience as a SMB Customer Success Manager, Account Manager or a similar client-facing role in a SaaS environment.
• Relationship management: ability to establish trust and credibility with various stakeholders (from day to day users to executive sponsors).
• Tooling & systems agility: ability to leverage tools to replace manual work and scale impact (CRM & CS platforms, marketing automation tools…)
• Process design & structuring: ability to turn messy client interactions into repeatable processes.
• Data driven decision making: ability to prioritize and act based on signals (adoption, engagement, health score, churn risk…) rather than intuition.
• Iteration & experimentation mindset: ability to test, learn and continuously improve.
• Autonomy & ownership: ability to build from scratch with rigor and method.

Responsibilities

• Portfolio management of +150 SMB e-commerce clients in various industries across Europe
• Build, nurture and strengthen relationships with your client portfolio to ensure long-term retention.
• Define and execute tailored success plans aligned with each client’s objectives.
• Drive product adoption and engagement to maximize perceived value and integration into clients’ operations.
• Identify upsell and cross-sell opportunities to expand account value and contribute to revenue growth.
• Own and secure contract renewals.
• Leverage data to monitor accounts health, anticipate churn risks and optimize customer satisfaction.
• Design and implementation of scalable & automated approaches
• Optimize key milestones of the low-touch customer journey to support a growing client base while improving efficiency and reducing manual effort.
• Design, execute and iterate on targeted lifecycle campaigns (email, in-app…) to drive client engagement and product adoption.
• Organize and deliver different education formats (webinars, group sessions…) to increase client autonomy and accelerate time-to-value.
• Build, document and maintain structured playbooks to standardize best practices.
• Develop and continuously enrich a self-service knowledge ecosystem (academy, resources…) to empower clients and reduce dependency on CSM actions.

Benefits

• A challenging and learning environment
• Flexible hybrid remote model
• International environment
• People-centric company
• Fun workplace where connections thrive
• Swile card: Meal vouchers and more than €500/year for green transport subsidies (public transport, bike purchases, protective gear etc.)
• 33 days of paid time off per year
• Work from home set-up: Get up to €500 to create an optimal home office with a desk and/or chair.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees