About the job
About Easyship:
Easyship stands at the forefront of global eCommerce logistics, simplifying international shipping through advanced multi-carrier software. Established in 2014, our mission has been to make logistics transparent and accessible, empowering over 100,000 brands worldwide. With access to more than 550 courier services spanning over 200 destinations, our platform acts as a central hub for global trade.
As a rapidly growing and award-winning team, recognized by Forbes 30 Under 30 and TechInAsia’s Best Startup, we operate from offices in London, New York, Hong Kong, and other locations. Our culture values transparency, innovation, and collaboration, and we take pride in developing the infrastructure that supports modern commerce. Ready to tackle complex challenges and make a real impact? Join us!
About the Role:
We are on the lookout for a dedicated and seasoned Customer Success Manager who will manage strategic relationships with our key clients. You will oversee the onboarding process, drive product adoption, and identify avenues for growth within our largest accounts. This position demands a blend of strategic account management, problem-solving capabilities, and excellent communication skills to ensure our clients thrive on a global scale.
Key Responsibilities:
- Manage a portfolio of high-value accounts, building trust and fostering long-term relationships while overseeing onboarding, product adoption, renewals, and growth opportunities.
- Serve as a trusted advisor to enterprise clients, aligning their strategic objectives with Easyship’s solutions.
- Engage proactively with customers to monitor progress, conduct success reviews, and illustrate the value of our solutions, while identifying and addressing potential churn risks.
- Anticipate customer challenges and collaborate with Support, Operations, and Product teams to deliver effective solutions.
- Identify and pursue opportunities for account expansion, leading discussions around upsells and renewals, and partnering with Sales to drive revenue growth.
- Track account health through key performance indicators like Health Score, NPS, NRR, and CSAT to ensure client satisfaction and retention.
- Drive process improvements by recognizing inefficiencies and proposing enhancements to boost team productivity and the customer experience.
- Act as a customer advocate within Easyship, representing client needs across internal teams and enhancing our brand through reviews, case studies, and referrals.

