Customer Success Specialist 🇫🇷
Core
Retain and grow small to medium e-commerce merchant accounts by increasing satisfaction, driving upsells, and eradicating churn.
Role type
Customer Success Specialist (SMB portfolio)
Builds
Proprietary WMS (Warehouse Management System) Atlas and European fulfillment network
Domain
E-commerce logistics and fulfillment
Deliverable
client delivery
Required skills
Customer relationship management, portfolio management, escalation handling, data-informed decision making, commercial awareness, complex communication, adaptability
Preferred skills
Logistics/fulfillment industry experience, scale-up experience, additional European languages
Technologies
WMS Atlas, internal operational tools
Responsibilities
Provide Level 2 support for complex cases, monitor account health metrics proactively, identify and act on upsell opportunities, build pro-active communications to improve merchant experience, identify recurring pain points and propose scalable solutions, flag feedback patterns for product/ops improvements
Seniority
Mid-level, hands-on IC
