Customer Success Manager - Growth

This is a new role at Easyship. As Growth Customer Success Manager, you'll own the relationship with a portfolio of around 100 customers, ranging from merchants who ship entirely through the dashboard to teams building on the API. You'll help them get the most out of Easyship, resolve their technical questions directly, and lead upsells and renewals across your portfolio. This is a full-time role 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.

Responsibilities

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 MCP capabilities; Feed customer feedback and product gaps to Product, and secure success stories, ratings and referrals

Requirements

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); Uses AI tools confidently, including building AI-assisted workflows and analysing data with tools such as Claude and BigQuery; Has managed a large portfolio of accounts at once and led upsell and renewal conversations; Strong business acumen and can tie value to each customer's goals and KPIs; Learns SaaS platforms quickly and becomes the go-to expert in them; Can explain complex technical concepts clearly to technical and non-technical audiences, and is 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

Benefits

Generous remuneration and stock units; Comprehensive health coverage; Reimbursement of gym and wellness expenses; Zomato digital meal credits and a pantry of snacks; Freedom to 'Work from Anywhere' for 4 weeks in a year; Generous vacation policy, plus duvet days and mental health days