Customer Experience Manager SaaS (fmx)

At Shiftmove were building the next generation of connected mobility products that empower businesses to make smarter data-driven decisions. Our goal is to make complex operations intuitive and efficient turning insights into impactful action for thousands of B2B customers across Europe.

To achieve this were looking for a Customer Experience Manager (f/m/d) to join us in Paris as the operational engine behind our French Customer Success organization. Youll sit within the Revenue Operations team for independence structure and cross-functional leverage while working day-to-day in partnership with our Director of Customer Success France. Your mission will be to bring clarity scale and predictability to the entire post-sale lifecycle.

• 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 companys 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)