Customer Success Manager - Growth

Overview

Own a portfolio of around 100 customers as a Growth Customer Success Manager, driving onboarding, adoption, technical support, retention and upsell for Easyship's multi-carrier shipping platform.

What you'll do

• Own a portfolio of around 100 customers from onboarding onwards, with a clear success plan for each.
• Onboard customers onto the Easyship dashboard, from store integrations and couriers to shipping rules and first live shipments.
• Drive adoption of the dashboard and API, guiding customers to use each where it best serves their workflow.
• Resolve technical questions directly, from dashboard setup to APIs, webhooks and integrations, escalating only where required.
• Monitor account health through shipment volume, Health Score, NPS and CSAT, and act early on churn risk.
• Identify and lead upsell conversations, such as shipping insurance and eFulfilment, and secure renewals.
• Run regular check-ins and business reviews that show customers the value they're getting.
• Build AI-assisted workflows and agents to automate repeat work, such as account research, health monitoring and customer communications.
• Present webinars and write customer-facing content, documentation and guides, including helping customers connect their AI assistants to Easyship through our MCP capabilities.
• Feed customer feedback and product gaps to Product, and secure success stories, ratings and referrals.

What you'll need

• 3+ years in technical support or customer success, and 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 analysing data with tools such as Claude and BigQuery.
• Experience managing a large portfolio of accounts at once and leading upsell and renewal conversations.
• Strong business acumen, able to tie value to each customer's goals and KPIs.
• Ability to learn SaaS platforms quickly and become the go-to expert in them.
• Ability to explain complex technical concepts clearly to technical and non-technical audiences, and confidence presenting webinars and writing customer-facing content.
• Excellent written and verbal English and strong data storytelling skills.
• Comfort 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.

Details

• Full-time, based onsite in Bengaluru, 5 days a week.
• Working hours are flexible, broadly 12:00 PM–9:00 PM IST, to support customers across EMEA, APAC and North America.
• Reports to the Director of Client Services and works within the Customer Success team in Client Services.