Senior Customer Success Manager

• You’ll work with some of our largest accounts, ensuring smooth onboarding, driving adoption, and uncovering growth opportunities
• The role follows UK hours (9:00AM–6:00PM) to support seamless cross-regional execution
• Owning a portfolio of high-value accounts, fostering trust and building long-term relationships while managing onboarding, adoption, renewals, and growth
• Acting as a trusted advisor to enterprise clients, understanding their needs, strategic objectives, long term business goals and aligning them with Easyship solutions
• Proactively engaging with customers to track progress, deliver success reviews, and demonstrate value, while identifying and mitigating risks of churn
• Anticipating customer challenges and provide solutions collaborating closely with Support, Operations, and Product teams to ensure success
• Identifying and pursue expansion opportunities leading commercial discussions for upsells and renewals, and partnering with Sales to drive revenue growth
• Monitoring account health by tracking key success metrics such as Health Score, NPS, NRR, and CSAT, ensuring client satisfaction, retention, and revenue growth
• Driving process improvement identifying inefficiencies, and proposing improvements that enhance team productivity and the customer journey
• Serving 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

Benefits

• Wellness Benefits: Training for a big race? Don’t sweat it. We offer gym reimbursement for all employees
• Health Insurance: We offer robust healthcare coverage to our employees, including dental and vision
• Great Pay and Equity: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows
• Energizing Snacks: Snack breaks are a must. From fresh fruit to a full pantry, we’ve got you
• We Support Wellbeing: Mental health matters at Easyship. Enjoy extra days off for self-care on top of a generous vacation package
• Global Flexwork: Unleash your inner adventurer with our exhilarating “Explore, Experience, and Excel Anywhere for 4 Weeks!” policy

• We are looking for an experienced Customer Success Manager to join our team and take ownership of strategic client relationships
• This role requires a mix of strategic account management, problem-solving, and strong communication skills to help clients succeed globally
• If you’re excited about this role but don’t meet every requirement, we’d still love to hear from you
• You have at least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth
• You have a customer-first mindset with a proven ability to build relationships
• You have a 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