Customer Success Manager (M/F) - Paris (Full Remote Europe possible) - Wiremind Cargo

Wiremind Cargo has had strong commercial momentum over the past 18 months. We’ve signed and are implementing our CargoStack and SkyPallet solutions with several of the world’s largest airlines. Our customer base now includes major carriers across the Middle East, Europe, and Asia. With 25+ accounts overall live or going live, we need someone focused on making our key accounts successful.

The Role

This role sits within our Business Development & Commercial team, reporting to the Chief Commercial Officer. You will own our post‑implementation customer relationships — ensuring our airline partners get maximum value from our products and turning them into long‑term, expanding partnerships.

Your Accountabilities

• Customer Relationship Ownership: Primary point of contact and trusted advisor for our enterprise airline customers. You manage 4–6 complex accounts, each requiring a hands‑on, senior approach and an intimate understanding of the customer’s business.
• Revenue Protection & Growth: Own renewals and drive contract expansion across your portfolio. Identify upsell opportunities and articulate their revenue impact.
• Strengthening the CS Function: Build out health scoring, Quarterly Business Reviews, renewal workflows, escalation paths, and reporting into a robust, repeatable system.
• Delivery‑to‑Steady‑State Transition: Work with delivery and product specialists to ensure smooth handoffs from implementation to ongoing management.
• Voice of the Customer: Champion customer feedback and ensure it reaches product and tech teams as structured, prioritized input that drives roadmap decisions.

Our Culture & Challenges

• Collaborative & Flexible: Work alongside product specialists on accounts, navigating ambiguity comfortably.
• Complex, Technical Product: Invest time to understand our software’s core functionality.
• Communication is Non‑Negotiable: Simplify complex topics and manage information flow across teams.
• Proactive by Default: Own outcomes, propose solutions, and run autonomously.
• Travel & Remote Collaboration: Regular travel to customer sites and Paris HQ (~25‑30%).

First 90 Days

Deep onboarding into our products, customer contracts and relationship history. Meet every key stakeholder at your accounts, take ownership of priority relationships, and conduct a full audit of current CS processes—delivering a proposed operating model for customer management.

First 180 Days

Autonomous owner of all post‑implementation relationships. QBRs run, CS playbook in use, and upsell conversations actively managed in at least 1–2 accounts. Stabilize relationships that needed attention.

First Year

Renewals on track, at least one significant upsell closed or in advanced stages, and measurable improvement in customer satisfaction. CS function established to onboard new team members using the processes built.

Ideal Profile

• Experience: 3–6 years in B2B SaaS customer success, strategic account management, or a similar enterprise customer‑facing role.
• Industry Knowledge: Air cargo, aviation, logistics, or travel tech is a strong advantage; otherwise technical B2B vertical with complex products and long sales cycles.
• Commercially Minded: Tie work to renewals, upsell, and account growth, not just satisfaction.
• Structured Problem‑Solver: Break messy situations into clear plans with priorities, owners and timelines.
• Exceptional Communicator: Written and verbal, adept at QBRs, internal escalations and leadership updates.
• Location: Europe – London or Paris preferred; regular travel to customers in Middle East, Europe, Asia and Paris HQ.
• Languages: Business‑level English required; additional languages a plus.