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Easyship is a leading multi-carrier shipping software platform serving over 100,000 brands globally, providing access to 550+ courier services across 200+ destinations. The company is headquartered in London with offices across major hubs including New York, Hong Kong, Bengaluru, Singapore, Melbourne, Toronto, and Taipei.
As Growth Customer Success Manager, you will own a portfolio of approximately 100 customers, ranging from merchants using the dashboard to teams building on the API. You'll be responsible for the full customer lifecycle: onboarding customers onto the Easyship platform (store integrations, courier setup, shipping rules, first live shipments), driving adoption of both dashboard and API capabilities, and resolving technical questions directly (dashboard setup, APIs, webhooks, integrations).
Key responsibilities include monitoring account health through shipment volume, Health Score, NPS and CSAT metrics to identify and act on churn risk early. You'll identify and lead upsell conversations for products like shipping insurance and eFulfilment, and secure renewals. You'll conduct regular check-ins and business reviews demonstrating customer value, and build AI-assisted workflows and agents to automate repetitive work such as account research, health monitoring, and customer communications.
Additionally, you'll present webinars, write customer-facing content and documentation, help customers integrate AI assistants with Easyship through MCP capabilities, and feed customer feedback and product gaps to the Product team while securing success stories, ratings, and referrals.
This is a full-time, onsite role based in Bengaluru, 5 days per week. Working hours are flexible, broadly 12:00 PM–9:00 PM IST, to support customers across EMEA, APAC, and North America. You'll report to the Director of Client Services and collaborate closely with High Touch CSMs, CSM Operations & Enablement, Customer Support, Implementation Services, Sales, Marketing, Operations, Product, Engineering, and Finance.
**Requirements:**
- 3+ years in technical support or customer success
- 5+ years in customer-facing roles, with a record of driving adoption, retention, and revenue growth
- Hands-on command of REST APIs, webhooks, and API authentication (OAuth 2.0, API keys)
- Confident use of AI tools, including building AI-assisted workflows and analyzing data with tools such as Claude and BigQuery
- Experience managing large portfolios of accounts and leading upsell and renewal conversations
- Strong business acumen and ability to tie value to customer goals and KPIs
- Ability to learn SaaS platforms quickly and become the go-to expert
- Strong ability to explain complex technical concepts to technical and non-technical audiences; confident presenting webinars and writing customer-facing content
- Excellent written and verbal English and strong data storytelling skills
- Comfortable working independently in a new role without close supervision
- Nice to have: logistics, eCommerce, or eFulfilment experience; SQL, Postman, Python, or JavaScript; familiarity with MCP; experience with Shopify, HubSpot, or Zendesk
