Customer Success Manager

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: Customer Success Manager
Location: London
Reports to: Customer Success Lead

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.

• 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. 

• 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

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• Gym & Wellness Reimbursement: Training for a big race? Don’t sweat it. We offer gym reimbursement for all employees.
• Complimentary Meal Benefits: Fuel your day with a daily meal allowance delivered as Zomato digital coupons—fresh, tasty options right at the office. Bon appétit! 
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!
• Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’
• 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
• Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
• Company issued laptop: Who wants to work from their personal laptop? Let’s keep work and personal life separate!