Manager -Customer success ( 4+Years of Experience, Ecommerce ,Logistics,SAAS)

Company Description

eShipz is a growing logistics automation platform that empowers brands to optimize their shipping processes and enhance post-purchase customer experiences. The platform provides seamless solutions such as multi-carrier integrations, automated shipping labels, real-time tracking, NDR management, and analytics tools. With over 350 businesses from eCommerce and enterprises trusting eShipz, the company is committed to simplifying logistics and offering reliable customer support. Explore advanced shipping automation at www.eshipz.com.

Job Responsibilities:

Leadership & Strategy: Lead and scale the Customer Success function, driving

retention and expansion strategies to ensure our customers maximize value from

eShipz platform.

Customer Relationship Management: Build and maintain strong relationships with

key clients to ensure customer satisfaction, resolve escalations, and identify growth

opportunities.

Team Development: Mentor, coach, and grow the customer success team. Set

performance goals, provide feedback, and foster a collaborative, customer-centric

culture.

Customer Retention & Growth: Develop and execute strategies to increase

customer engagement, improve retention rates, and identify upsell and cross-sell

opportunities.

Data-Driven Approach: Leverage customer success metrics (e.g., NPS, churn,

retention, etc.) to continually optimize processes and drive improvements in customer

satisfaction.

Collaboration: Work closely with the sales, product, and support teams to ensure

seamless customer onboarding, product adoption, and satisfaction.

Customer Advocacy: Act as the voice of the customer within the organization,

providing feedback and insights to the product and leadership teams.

Process Improvement: Continuously refine customer success processes,

workflows, and tools to drive efficiency and ensure scalability.

Key Requirements:

Proven experience (3+ years) in customer success, account management, or a

related role, preferably in SaaS or logistics solutions.

Strong leadership skills with experience managing and growing teams.

Excellent communication and relationship management skills.

Data-driven mindset with a passion for customer success metrics and outcomes.

Ability to work cross-functionally and influence stakeholders at all levels.

Strong problem-solving skills with the ability to manage escalations and navigate

complex customer relationships.