How Upply hired a Customer Success Manager (CSM).
Bring deep transport industry expertise into the CSM team with an experienced profile who is at ease in this ecosystem from day one.
45days
Time to fill
100%
CV relevance
29days
Time to hire
Structuring the Customer Success team and easing its workload with proven industry expertise.
As it structured its Customer Success team, Upply aimed to absorb the existing team’s workload. The main challenge was to hire an experienced profile able to bring real value to clients through a solid grasp of the practices and specifics of the transport industry.
A severe shortage of specialized talent on the Paris market. The number of SaaS solutions dedicated to transport remains limited, and the scarcity of specialized Master’s programs in Supply Chain or Transport adds to the pressure. As a result, companies retain talent through very aggressive salary competition, which makes it hard for profiles to move.
Target profile
Customer Success Manager (CSM)
Experience
At least 3 years of experience in a similar B2B SaaS role, necessarily in the transport and logistics sector.
Soft Skills
Active listening, proactivity.
Hard Skills
Full command of the onboarding cycle, running QBRs (Quarterly Business Reviews), and driving upsell and cross-sell.
Map the Supply Chain players and target specialized academic programs.
Our strategy was to list and approach every transport, logistics and Supply Chain company. In parallel, we precisely targeted graduates of ESCE’s specialized Master’s in Import/Export, a talent pool fully aligned with Upply’s requirements.
- 72
Candidates approached
We contacted 72 profiles from relevant target companies (such as Oversea, Shippeo or Clasquin). We prioritized talent who had already worked in scale-up settings and on process structuring.
- 1
Candidates sent to the client
Only one highly targeted profile was presented. This choice reflects the main friction point on the market: extremely strong salary competition right now, which keeps currently employed candidates where they are and sharply limits the number of candidates open to a move.
Process and closing
Although the process took longer because of the candidate’s vacation and the partner’s busy schedule, Lity planned carefully around these calendar constraints to keep the steps moving. This upfront planning secured an optimal closing and a successful onboarding at the agreed time.
Easing the internal team’s workload and improving the management of specific accounts.
Bringing in this profile had a positive impact on the CSM team, which can now handle clients with transport-specific needs more effectively. The candidate also brought targeted improvements in methods to the internal organization, to the partner’s great satisfaction.
Testimonial
« Alexandre very quickly understood our need and the type of profile we were looking for. From the very first conversations, the candidate presented was relevant and in line with our expectations, which saved us valuable time. I also really appreciated his follow-up throughout the recruiting process: he’s available, responsive and proactive. I’ll work with Lity again without hesitation for our next hires! »
Emmeline Desmots
Head of Customer Success · Upply
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