Senior Customer Success Manager, Easyship
+ Equity options
All-in-one shipping App for eCommerce brands
Open for applications
All-in-one shipping App for eCommerce brands
101-200 employees
Open for applications
+ Equity options
101-200 employees
Company mission
To empower merchants and help customers realise that eCommerce trade knows no border, by providing the tools to succeed with shipping.
Role
Who you are
- This role requires a mix of strategic account management, problem-solving, and strong communication skills to help clients succeed globally
- 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
- At least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth
What the job involves
- We are looking for an experienced Customer Success Manager to join our team and take ownership of strategic client relationships
- You’ll work with some of our largest accounts, ensuring smooth onboarding, driving adoption, and uncovering growth opportunities
- 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, strategic objectives, long term business goals and aligning them with Easyship solutions
- Proactively engage with customers to track progress, deliver success reviews, and demonstrate value, while identifying and mitigating risks of churn
- Anticipate customer challenges and provide solutions collaborating closely with Support, Operations, and Product teams to ensure success
- 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, ensuring client satisfaction, retention, and revenue growth
- Drive process improvement 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 strong external advocacy to amplify Easyship’s brand in the market with reviews, case studies and referrals
Our take
Easyship was conceived when its founders noticed that there was no ‘plug- in” solution for shipping, as there is for online payments. Its service adds shipment options to eCommerce pages to make the shipping of a product internationally as easy as the payment.
Easyship enables direct access to over 250 global courier services, including UPS, FedEx and DHL, and claims to offer the cheapest international shipping rates up to 91% off. The platform’s various tools and automated services essentially allow business to focus on their products and growth whilst EasyShip manages their shipping needs.
Its global reach is expansive with offices in Hong Kong, New York, London, Singapore and Australia, positioning itself as the leading shipping solution to businesses that want to reach their clients worldwide. And it's become the first shipping platform to offer the full bundle of FedEx Delivery solutions for small businesses, highlighting just how sought after its services are by leading carriers and businesses alike.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2019
$3.1m
SERIES B
Nov 2018
$4m
SERIES A
Total funding: $7.1m
Company benefits
- Health Insurance: We offer robust healthcare coverage to our employees, including dental and vision
- Wellness Benefits: Training for a big race? Don’t sweat it. We offer gym reimbursement for all employees
- Energizing Snacks: Snack breaks are a must. From fresh fruit to a full pantry, we’ve got you
- Great Pay and Equity: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows
- We Support Wellbeing: Mental health matters at Easyship. Enjoy extra days off for self-care on top of a generous vacation package
- Global Flexwork: Unleash your inner adventurer with our exhilarating “Explore, Experience, and Excel Anywhere for 4 Weeks!” policy
Company HQ
Financial District, New York, NY
Leadership
Augustin Ceyrac
(Co-Founder)Spent 2 years at Rocket Internet AG, eventually serving as Operations Director for Lazada Group.
Paul Lugagne-Delpon
(Co-Founder)Previously owned PLD Lab and acted as Full-Stack Developer. Served as a Web Development Instructor for General Assemb.ly and for Le Wagon, a Mergers & Acquisitions Analyst for CM-CIC Corporate Advisory, and spent 6 years at The Royal Bank of Scotland, primarily in Mergers & Acquisitions.
Tommaso Tamburnotti
(Co-Founder)Previously served as Director Regional Marketplace SEA of Lazada for Rocket Internet GmbH. Experience as an Analyst for Nomura and Tarchon Capital Management, and as a Computer Programmer for ATL Consulting.
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