Customer Success Manager (Enterprise SaaS)

Company: Wiremind Cargo
Location: Paris or London (Preferred)
Reporting to: Chief Commercial Officer

About Wiremind

Since 2014, Wiremind has been transforming the transportation and events industries through a unique combination of UX, software engineering, and artificial intelligence.

The company develops innovative solutions for capacity optimization, pricing, forecasting, and revenue management. Wiremind's technologies are trusted by leading organizations including SNCF, United Airlines, Qatar Airways, and Paris Saint-Germain (PSG).

Profitable and self-financed since its inception, Wiremind operates a SaaS-driven business model and is composed primarily of engineers, data scientists, and industry experts.

About Wiremind Cargo

Wiremind Cargo has experienced significant commercial growth over the past 18 months.

Its CargoStack and SkyPallet solutions have been adopted by several of the world's largest airlines, with customers across Europe, the Middle East, and Asia. With more than 25 airline accounts either live or currently being implemented, Wiremind is investing in a dedicated Customer Success function to strengthen customer relationships, protect revenue, and drive account expansion.

This role represents a foundational hire with the opportunity to help define and scale the Customer Success organization.

Role Overview

As a Customer Success Manager, you will own post-implementation customer relationships for a portfolio of enterprise airline customers.

You will act as a trusted advisor, ensuring customers achieve measurable value from Wiremind Cargo's solutions while driving renewals, customer satisfaction, and account growth.

This role combines:

• Customer Success

• Strategic Account Management

• Commercial Growth

• Enterprise Relationship Management

• Customer Advocacy

• Process Development

You will manage a portfolio of approximately 4–6 strategic airline accounts and play a key role in building and formalizing the Customer Success function.

Key Responsibilities

Customer Relationship Ownership

• Serve as the primary post-implementation contact for enterprise airline customers.

• Develop trusted advisor relationships with key stakeholders.

• Gain a deep understanding of customer operations, challenges, business objectives, and competitive environments.

• Ensure customers maximize value from Wiremind's products.

Revenue Retention & Growth

• Own contract renewal activities across your customer portfolio.

• Identify and drive upsell and expansion opportunities.

• Develop account growth plans aligned with customer business objectives.

• Demonstrate the commercial impact of Customer Success initiatives through measurable revenue outcomes.

Building the Customer Success Function

• Collaborate with the Commercial Operations Manager to strengthen Customer Success processes.

• Develop and improve:

  • Customer health scoring frameworks

  • Quarterly Business Reviews (QBRs)

  • Renewal management processes

  • Escalation procedures

  • Customer reporting systems

• Create scalable playbooks and operational best practices.

Customer Transition & Adoption

• Partner with Product Specialists and Delivery teams to ensure smooth transitions from implementation to ongoing customer management.

• Support implementation and delivery activities when required.

• Drive customer adoption and long-term engagement.

Voice of the Customer

• Act as the internal advocate for customer needs.

• Collect, structure, and communicate customer feedback to Product and Technology teams.

• Influence product roadmap discussions based on customer insights and market requirements.

Cross-Functional Collaboration

Work closely with:

• Product Teams

• Engineering

• Data Science

• Finance

• Commercial Operations

• Delivery Specialists

Ensure alignment between customer expectations and business objectives.

Working Environment & Culture

Collaborative & Flexible

Wiremind operates in a highly collaborative environment where responsibilities may overlap across teams.

Success requires:

• Adaptability

• Strong teamwork

• Comfort with ambiguity

• Ownership mentality

Technical Product Environment

Wiremind's software supports airline revenue management and operational optimization.

You will be expected to:

• Develop a deep understanding of the platform

• Learn independently

• Engage confidently in technical and business discussions

Communication Excellence

Strong communication is considered essential.

You must be able to:

• Simplify complex topics

• Adapt messaging to different audiences

• Document key discussions clearly

• Ensure information flows effectively across stakeholders

Proactive Ownership

The company values individuals who:

• Take initiative

• Solve problems independently

• Engage customers proactively

• Drive outcomes without requiring constant direction

Travel Requirements

• Approximately 25–30% travel.

• Regular visits to:

  • Customer locations across Europe, the Middle East, and Asia

  • Wiremind headquarters in Paris

• Comfortable working across multiple time zones and international teams.

Success Expectations

First 90 Days

• Complete onboarding across products, contracts, and customer history.

• Meet key stakeholders across assigned accounts.

• Take ownership of strategic customer relationships.

• Audit existing Customer Success processes.

• Deliver recommendations for an improved Customer Success operating model.

First 180 Days

• Independently manage all assigned customer relationships.

• Launch and execute Quarterly Business Reviews (QBRs).

• Implement Customer Success playbooks and processes.

• Actively engage in expansion and upsell discussions.

• Stabilize and strengthen at-risk customer relationships.

First Year

• Deliver successful renewals across the portfolio.

• Close or significantly advance at least one major upsell opportunity.

• Improve customer satisfaction metrics.

• Establish a scalable Customer Success framework that can support future team growth.

Candidate Profile

Experience

• 3–6 years of experience in:

  • Customer Success

  • Strategic Account Management

  • Enterprise Account Management

  • Customer-Facing SaaS Roles

Experience within enterprise B2B SaaS environments is highly preferred.

Industry Knowledge

Preferred experience in:

• Air Cargo

• Aviation

• Logistics Technology

• Travel Technology

Alternatively:

• Complex enterprise software solutions

• Technical B2B SaaS products with long sales cycles

Commercial Acumen

• Strong understanding of:

  • Customer renewals

  • Account growth

  • Upselling

  • Revenue retention

• Ability to connect Customer Success activities to measurable business outcomes.

Problem Solving & Organization

• Highly structured and analytical approach.

• Ability to transform complex situations into clear action plans.

• Strong prioritization and project management skills.

Communication Skills

• Exceptional verbal and written communication abilities.

• Experience presenting:

  • Quarterly Business Reviews

  • Executive updates

  • Customer escalations

  • Strategic recommendations

• Ability to communicate effectively with both technical and executive audiences.

Languages

• Business-level English required.

• Additional languages are considered an advantage.

Recruitment Process

1. HR Screening

2. Interview with the Chief Commercial Officer

3. Customer Success Case Study

4. Final Interview & Case Study Review with:

   • Chief Commercial Officer

   • CEO of Wiremind Cargo

Ideal Candidate Profile

The successful candidate will demonstrate:

Customer Success Expertise

• Enterprise Customer Success

• Strategic Account Management

• Customer Retention

• Customer Advocacy

• Customer Health Management

Commercial Skills

• Renewals

• Upselling

• Revenue Expansion

• Contract Management

• Account Growth Strategy

Business Skills

• Executive Stakeholder Management

• Cross-Functional Collaboration

• Process Development

• Operational Excellence

• Business Reviews (QBRs)

Personal Attributes

• Highly proactive

• Autonomous

• Adaptable

• Strong ownership mindset

• Excellent communicator

• Comfortable in fast-growing environments

Key Skills for an English CV

• Customer Success Management

• Strategic Account Management

• Enterprise SaaS

• Customer Retention

• Contract Renewals

• Upselling

• Revenue Expansion

• Customer Health Scoring

• Quarterly Business Reviews (QBRs)

• Stakeholder Management

• Executive Relationship Management

• Customer Advocacy

• SaaS Implementation

• Cross-Functional Collaboration

• Business Process Improvement

• Aviation Technology

• Logistics Technology

• B2B SaaS

• Enterprise Software

• Revenue Management