Senior Customer Success Manager

The role

You will own a portfolio of high-value accounts to manage onboarding, adoption, renewals, and growth. You will act as a trusted advisor to enterprise clients and collaborate with internal teams to ensure client success.

What you will do

• Own a portfolio of high-value accounts and manage onboarding, adoption, renewals, and growth.
• Act as a trusted advisor to enterprise clients to align their goals with Easyship solutions.
• Engage with customers to track progress, deliver success reviews, and mitigate churn risks.
• Collaborate with Support, Operations, and Product teams to provide solutions for customer challenges.
• Identify and pursue expansion opportunities and lead commercial discussions for upsells and renewals.
• Monitor account health by tracking metrics such as Health Score, NPS, NRR, and CSAT.
• Drive process improvement to enhance team productivity and the customer journey.
• Serve as a customer advocate within Easyship and build external advocacy through reviews, case studies and referrals.

Required qualifications

• At least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth
• 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
• Proven ability to manage multiple accounts and client types simultaneously

Benefits

• Generous remuneration and stock units
• Comprehensive health coverage
• Reimbursement for gym and wellness expenses
• Zomato digital meal credits and pantry with wholesome snacks
• Freedom to Work from Anywhere for 4 weeks in a year
• Generous vacation policy, plus duvet days and mental health days

About the company

Easyship is a global shipping software and API platform used by 100,000+ eCommerce merchants. It is a Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator.