Senior CS Operations Manager SaaS - France (all genders)

At Shiftmove, we’re 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, we're looking for a Senior CS Operations Manager to join us in Paris or Aix-en-Provence as the operational engine behind our French Customer Success organization. If you are located in another part of France but can travel to one of these places monthly, please do apply.
You'll 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.
Tasks
* 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
Why join us?
* Build products with real impact: We solve complex, everyday problems for thousands of businesses across Europe — replacing manual, fragmented fleet operations with intelligent, data-driven solutions that people genuinely rely on.
* Be part of something meaningful: We're a profitable, PE-backed scale-up with strong fundamentals and a clear ambition (1 million vehicles by 2027), offering a rare mix of stability, autonomy, and momentum.
* Thrive in a truly international, collaborative environment: With 40+ nationalities, English as our working language, and teams across Europe, collaboration and shared accountability are part of everyday life.
* Grow with autonomy and trust: We invest heavily in product, data, and people — giving you the space to take ownership, contribute ideas, challenge others, and bring your best while helping shape our growth.
Benefits:
* Meal Vouchers: 19 meal vouchers per full month worked, worth €9 each, 60% employer-funded and 40% employee-funded.
* Transport: 50% reimbursement of your public transport subscription (upon proof of purchase).
* Employee Benefits Platform (Works Council): Access to various discounts and perks via our CE platform.
* Health Insurance: Coverage under the company's collective health insurance plan.
* Paid Leave: 25 days + 5 additional days of paid leave per year, based on a five-day working week.
* Extra Paid Leave: 5 additional paid leave days per year, on top of statutory holiday entitlement.
* Remote Work Policy: Up to two days of remote work per week (after completion of the probationary period and with manager approval).
Please note that benefits vary per working location.
We are very happy to receive your application! Please do apply, even if you dont fit 100% of the requirements. The talent team will start looking at applications on May 29th and can get back to you afterwards.
Our general recruitment process is the following:
Recruiter interview: This is your initial interview, with one of our Talent Partners. Plan for this discussion to run for about 30 to 60 minutes.
Hiring Manager Interview: Our hiring manager will share details about the role, and an in-depth exploration of how your potential skills complement the role.
Practical Rounds: We may ask you to prepare a practical assessment to enable us to understand the depth of your expertise.
Meet the team: You will have the chance to speak to stakeholders or members of your future team!
Offer: When your achievements align with our vision, your TA Partner will reach out, extending an offer to become a core part of our team.
\*\*This may be slighlty adjusted according to the needs to the role\*\*