Senior Customer Success Manager

About Easyship:

Easyship is one of the world's leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we've been on a mission to democratize logistics by removing the "black box" of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single "mission control" for global trade, offering access to 550+ courier services across 200+ destinations.

We are an award-winning, global team (Forbes 30 Under 30, Tech In Asia 's Best Startup) with offices in London, New York, Hong Kong, and beyond. We're growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we'd love to have you join us.

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

The Way We Work:

• Ownership: You take responsibility for outcomes, not just tasks
• Collaboration: You share context and move forward together
• Resilience: You adapt quickly and keep momentum
• Integrity: You operate with honesty and transparency
• Diversity: You value different perspectives
• Initiative: You take action and learn by doing
• Growth mindset: You seek feedback and continuously improve

Why You'll Love Working at Easyship?

• Competitive compensation with equity options
• Comprehensive health insurance
• Gym & wellness reimbursement
• Work from anywhere for up to 4 weeks per year
• Generous vacation policy, duvet days, and mental health days

Easyship is an equal opportunity employer. We make all employment decisions- recruiting, hiring, pay, benefits, training, promotion, leave, and separation based on qualifications, merit, and business needs. We do not discriminate on the basis of race, colour, 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.