Senior Customer Success Manager

Overview

Own a portfolio of high-value enterprise accounts, driving onboarding, adoption, renewals and growth while acting as a trusted advisor to clients.

What you'll do

• Own a portfolio of high-value accounts, fostering trust and building long-term relationships while managing onboarding, adoption, renewals and growth.
• Act as a trusted advisor to enterprise clients, understanding their needs and strategic objectives and aligning them with Easyship solutions.
• Proactively engage with customers to track progress, deliver success reviews and demonstrate value, while identifying and mitigating churn risks.
• Anticipate customer challenges and provide solutions, collaborating closely with Support, Operations and Product teams.
• Identify and pursue expansion opportunities, leading commercial discussions for upsells and renewals and partnering with Sales to drive revenue growth.
• Monitor account health by tracking key success metrics such as Health Score, NPS, NRR and CSAT.
• Drive process improvement by identifying inefficiencies and proposing improvements that enhance team productivity and the customer journey.
• Serve as a customer advocate within Easyship, championing client needs across internal teams and building external advocacy through reviews, case studies and referrals.

What you'll need

• At least 3 years of prior experience in Customer Success or an equivalent history of driving customer outcomes, retention and revenue growth.
• A customer-first mindset with a proven ability to build relationships.
• Strong business acumen and experience articulating value in a way that aligns 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.

Details

• Full-time, onsite role based in the Bengaluru (MG Road) office.
• Follows UK collaboration hours (11:00AM–8:00PM IST).