Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We're proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world. To learn more about us click here.
Job Title: Senior Customer Success Manager
Location: Bangalore, India
Time Zone: UK shift
About the Role:
We are looking for an experienced Customer Success Manager to join our team and take ownership of strategic client relationships. You'll work with some of our largest accounts, ensuring smooth onboarding, driving adoption, and uncovering growth opportunities. This role requires a mix of strategic account management, problem-solving, and strong communication skills to help clients succeed globally.
Key Responsibilities:
- Own a portfolio of high-value accounts, fostering trust and building long-term relationships while managing onboarding, adoption, renewals, and growth.
- Act as a trusted advisor to enterprise clients, understanding their needs, strategic objectives, long term business goals and aligning them with Easyship solutions.
- Proactively engage with customers to track progress, deliver success reviews, and demonstrate value, while identifying and mitigating risks of churn.
- Anticipate customer challenges and provide solutions collaborating closely with Support, Operations, and Product teams to ensure success.
- Identify and pursue expansion opportunities leading commercial discussions for upsells and renewals, and partnering with Sales to drive revenue growth.
- Monitor account health by tracking key success metrics such as Health Score, NPS, NRR, and CSAT, ensuring client satisfaction, retention, and revenue growth.
- Drive process improvement identifying inefficiencies, and proposing improvements that enhance team productivity and the customer journey.
- Serve as a customer advocate within Easyship, championing client needs across internal teams, and building strong external advocacy to amplify Easyship's brand in the market with reviews, case studies and referrals.
Requirements:
- Customer-first mindset with a proven ability to build relationships
- Strong business acumen and experience articulating value in a way that aligns with customer goals and KPIs
- Excellent communication and data storytelling skills.
- Experience identifying expansion opportunities and working with Sales teams to close them
- Proactive in setting and managing expectations with customers, ensuring alignment on goals, timelines and responsibilities
- Proven ability to manage multiple accounts and client types simultaneously.
- At least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth
Why Join Easyship
- Generous remuneration and stock units
- Comprehensive health coverage
- We reimburse gym and wellness expenses so you can invest in your health
- Zomato digital meal credits and pantry full of wholesome snacks to keep you fuelled through the workday
- The freedom to Work from Anywhere for 4 weeks in a year
- Generous vacation policy, plus duvet days and mental health days to truly recharge
Headquartered in London with offices in New York, Hong Kong, Bangalore, Singapore, Melbourne, Toronto, and Taipei our team is global and growing. We encourage you to apply if a challenge excites you.Come and join the Easyship team!
Easyship is an equal opportunity employer. We make all employment decisionsrecruiting, hiring, pay, benefits, training, promotion, leave, and separationbased on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.
