At a glance
- Workplace
- Hybrid
- Location
- London
About Easyship
- Easyship is a leading global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfilment, and simplify cross-border shipping, taxes and duties. A top-rated Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator, Easyship is the G2 category leader (April 2026), offering 550+ courier services worldwide. We believe in accelerating borderless commerce through innovative solutions, and we're proud that brands of all sizes from small business to enterprise trust Easyship for all their shipping needs.
About the role
- Easyship is seeking an experienced Customer Success Manager to manage strategic client relationships for their largest accounts.
- The role focuses on ensuring smooth onboarding, driving product adoption, and identifying growth opportunities for enterprise clients.
- This position requires a blend of strategic account management, problem-solving, and strong communication to help clients succeed globally.
Responsibilities
- Own a portfolio of high-value accounts, managing onboarding, adoption, renewals, and growth.
- Act as a trusted advisor to enterprise clients, aligning their strategic objectives with Easyship solutions.
- Proactively engage with customers to 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, leading commercial discussions for upsells and renewals.
- Monitor account health using metrics such as Health Score, NPS, NRR, and CSAT.
- Drive process improvements to enhance team productivity and the customer journey.
- Serve as a customer advocate within Easyship and build external advocacy through case studies and referrals.
Requirements
- At least 3 years of experience in Customer Success or an 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 aligned 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
- Gym and wellness expense reimbursement
- Work from Anywhere for 4 weeks per year
- Generous vacation policy
- Duvet days
- Mental health days
Workplace
- Full-time, hybrid role based in London.
- Requires 3 days in office.
Skills
- Customer Success
- Account Management
- Data Storytelling
- Revenue Growth
