Customer Success Manager

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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, TechInAsia’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.

Who We’re Looking For:

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.

What you additionally need to know:This is a full-time, onsite role based in our London office. The role follows UK collaboration hours (9:00AM–6:00PM BST)

What would be you be responsible for:

• 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.

You Might Be a Good Fit If…

• You have a customer-first mindset with a proven ability to build relationships
• You have strong business acumen and experience articulating value in a way that aligns with customer goals and KPIs
• You have excellent communication and data storytelling skills.
• You have experience identifying expansion opportunities and working with Sales teams to close them
• You are proactive in setting and managing expectations with customers, ensuring alignment on goals, timelines and responsibilities
• You have proven ability to manage multiple accounts and client types simultaneously.
• You have at least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth

If you’re excited about this role but don’t meet every requirement, we’d still love to hear from you.

What we bring to the table as an employer:

• Generous remuneration and stock units
• We reimburse gym and wellness expenses so you can invest in your health
• 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

How we value inclusion in our recruitment practices:

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, 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

How did the story of Easyship start? Find out below.