Easyship - Head of Client Services

• We're seeking a commercially sharp, customer-obsessed leader to join as a Vice President of Client Services. This role owns the post-sale customer relationship — driving onboarding, retention, and expansion for Easyship's global client base. You will build and scale a high-performing Customer Success, Sales & Customer support function in India, ensuring every client realises measurable value from the Easyship platform and grows with us long-term. • Vice President of • Client Services • This is a Head of Department role reporting directly to the Co-Founder, with close collaboration across Sales, Marketing, and Customer Support. This is a full-time role based in our London • What You'll Be Responsible For: • Define and execute the long-term Customer Success strategy in alignment with company OKRs • Own commercial health metrics including NRR, Retention, Expansion, and CSAT • Build and manage a structured onboarding programme that drives fast time-to-value for new clients • Develop and execute proactive playbooks for retention, upsell, and churn prevention • Manage and grow executive-level relationships with key accounts • Partner with Sales on expansion opportunities and renewal strategy • Work closely with Product to close the loop on customer feedback and feature prioritisation • Lead and develop the Customer Success team in India — hiring, coaching, and career progression • Leverage AI and automation tools to scale customer touchpoints without scaling headcount proportionally • Track and report on key performance indicators (NRR, churn, health scores, expansion revenue) to the executive team • You Might Be a Good Fit If… • 10+ years in customer-facing roles, with at least 3–5 years in senior Customer Success leadership • Proven track record of owning NRR, retention, and expansion targets — not just satisfaction scores • Strong understanding of customer lifecycle management in SaaS, eCommerce, or Tech • Commercially minded — you think in revenue impact, not just relationship quality • Skilled in building and scaling CS playbooks, health scoring frameworks, and QBR programmes • Excellent communication, empathy, and executive presence • Experience with Gainsight, Salesforce, or similar Customer Success platforms • Exposure to managing global clients or leading multi-time zone teams • AI-curious — already exploring how tooling can drive CS efficiency and personalisation at scale • If you're excited about this role but don't meet every requirement, we'd still love to hear from you. • What We Bring to the Table as an Employer: • Generous remuneration and stock units • We reimburse gym and wellness expenses so you can invest in your health • The Freedom to  ‘Work from Anywhere’ for 4 weeks in a year • Generous vacation policy, plus duvet days and mental health days to truly recharge • How we value inclusion in our recruitment practices: