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Easyship is a global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfillment, and simplify cross-border shipping, taxes, and duties. The company is a G2 category leader, Shopify Certified Technology Provider, eBay preferred fulfillment partner, and Amazon preferred multi-channel integrator, offering 550+ courier services worldwide.
You will own a portfolio of high-value accounts, fostering trust and building long-term relationships while managing onboarding, adoption, renewals, and growth. You'll act as a trusted advisor to enterprise clients, understanding their needs, strategic objectives, and long-term business goals, aligning them with Easyship solutions.
Key responsibilities include:
- Proactively engaging with customers to track progress, deliver success reviews, and demonstrate value while identifying and mitigating churn risks
- Anticipating customer challenges and providing solutions by collaborating closely with Support, Operations, and Product teams
- Identifying and pursuing 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
- Driving process improvement by identifying inefficiencies and proposing enhancements to team productivity and customer journey
- Serving as a customer advocate within Easyship, championing client needs across internal teams and building external advocacy through reviews, case studies, and referrals
This is a full-time, hybrid role (3 days in office) based in London, following UK hours (9:00 AM–6:00 PM) to support seamless cross-regional execution.
**Requirements:**
- At least 3 years of prior experience in Customer Success or equivalent history of driving customer outcomes, retention, and revenue growth
- Customer-first mindset with 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, ensuring alignment on goals, timelines, and responsibilities
- Proven ability to manage multiple accounts and client types simultaneously
