Senior Customer Success Manager

Easyship; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Stock options

Health coverage

Gym & wellness reimbursement

Work from anywhere 4 weeks/year

Generous vacation policy

Duvet days

Mental health days

Job summary

Easyship is hiring a Customer Success Manager to own a portfolio of high-value accounts in a hybrid London role. You’ll drive onboarding, adoption, renewals and expansion, acting as a trusted advisor to Enterprise clients and aligning their goals with Easyship solutions.

A data-driven, proactive communicator will help maximize retention and revenue while collaborating with Sales, Support and Product teams. The role follows UK hours with hybrid office attendance and regional coverage.

Qualifications

• Minimum 3 years in Customer Success or equivalent with focus on retention and revenue growth.
• Customer-first mindset with proven ability to build relationships.
• Strong business acumen and ability to articulate value to customers.

Responsibilities

• Own a portfolio of high-value accounts, managing onboarding, adoption, renewals and growth.
• Act as trusted advisor to enterprise clients, aligning needs with Easyship solutions.
• Proactively engage with customers to track progress, deliver value and mitigate churn risk.
• Collaborate with Support, Operations and Product to resolve issues and ensure success.
• Identify expansion opportunities, drive upsell/renewals with Sales to grow revenue.
• Monitor Health Score, NPS, CSAT and other metrics to ensure satisfaction and retention.
• Advocate for customers within Easyship and help build external brand through case studies and referrals.

Skills

Customer Success

Account management

Communication

Data storytelling

Upsell & renewals

Proactive management

Job description

About Easyship:

Easyship is a leading global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfilment, and simplify cross-border shipping, taxes and duties. A top-rated Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator, Easyship is the G2 category leader (April 2026), offering 550+ courier services worldwide. We believe in accelerating borderless commerce through innovative solutions, and we’re proud that brands of all sizes from small business to enterprise trust Easyship for all their shipping needs.

Who We’re Looking For:

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. This role requires a mix of strategic account management, problem-solving, and strong communication skills to help clients succeed globally.

What you additionally need to know:

This is a full-time, hybrid role (3 days in office) based in London. The role follows UK hours (9:00AM–6:00PM) to support seamless cross-regional execution.

What would be you be responsible for:

• Owning a portfolio of high-value accounts, fostering trust and building long-term relationships while managing onboarding, adoption, renewals, and growth.
• Acting as a trusted advisor to enterprise clients, understanding their needs, strategic objectives, long term business goals and aligning them with Easyship solutions.
• Proactively engaging with customers to track progress, deliver success reviews, and demonstrate value, while identifying and mitigating risks of churn.
• Anticipating customer challenges and provide solutions collaborating closely with Support, Operations, and Product teams to ensure success.
• Identifying and pursue expansion opportunities leading commercial discussions for upsells and renewals, and partnering with Sales to drive revenue growth.
• Monitoring account health by tracking key success metrics such as Health Score, NPS, NRR, and CSAT, ensuring client satisfaction, retention, and revenue growth.
• Driving process improvement identifying inefficiencies, and proposing improvements that enhance team productivity and the customer journey.
• Serving 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.

You Might Be a Good Fit If…

• You have at least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth
• You have a customer-first mindset with a proven ability to build relationships
• You have a strong business acumen and experience articulating value in a way that aligns with customer goals and KPIs
• You have excellent communication and data storytelling skills.
• You have experience identifying expansion opportunities and working with Sales teams to close them
• You are proactive in setting and managing expectations with customers, ensuring alignment on goals, timelines and responsibilities
• You have proven ability to manage multiple accounts and client types simultaneously

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
• 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:

Easyship is an equal opportunity employer. We make all employment decisions—recruiting, hiring, pay, benefits, training, promotion, leave, and separation—based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.