Easyship - Customer Success Manager

• This is a new role at Easyship. As our Growth Customer Success Manager, you’ll own the relationship with a portfolio of around 100 customers, ranging from merchants who ship entirely through our dashboard to teams building on our API. You’ll help them get the most out of Easyship, resolve their technical questions directly, and lead upsells and renewals across your portfolio. • We’re looking for someone technically strong and largely self-sufficient, who combines SaaS, AI, data and API skills with the relationship and commercial instincts of an experienced CSM. You’ll be comfortable moving from a webhook question in the morning to a renewal conversation in the afternoon, and you’ll use AI tools and agents to automate repetitive work so you can spend more time with customers .You’ll join our Customer Success team within Client Services, reporting to the Director of Client Services, and working closely with High Touch CSMs, CSM Operations & Enablement, Customer Support, Implementation Services, Sales, Marketing, Operations, Product, Engineering and Finance. • 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, so you can support customers across EMEA, APAC and North America. • What You’ll Be Responsible For • 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. • You Might Be a Good Fit If… • You have 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. • You have hands-on command of REST APIs, webhooks and API authentication (OAuth 2.0, API keys). • You use AI tools confidently, including building AI-assisted workflows and analysing data with tools such as Claude and BigQuery. • You’ve managed a large portfolio of accounts at once and led upsell and renewal conversations. • You have strong business acumen and can tie value to each customer’s goals and KPIs. • You learn SaaS platforms quickly and become the go-to expert in them. • You can explain complex technical concepts clearly to technical and non-technical audiences, and you’re confident presenting webinars and writing customer-facing content. • You have excellent written and verbal English and strong data storytelling skills. • You’re 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. • 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 • Comprehensive health coverage • We reimburse gym and wellness expenses so you can invest in your health • Zomato digital meal credits and a pantry full of wholesome snacks to keep you fuelled through the workday • 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