Senior Cs Operations Manager Saas All Genders H/F Shiftmove

Description

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 SeniorCS Operations Manager (f/m/d) to join us in Paris as the operational engine behind our French Customer Success organization. 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.

What you'll do:

• 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.