Customer Success Manager - Growth

Easyship Technologies; Bengaluru; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Easyship Technologies is hiring a Growth Customer Success Manager based in Bengaluru. You will own a portfolio of around 100 customers, from merchants using the dashboard to teams building on our API, helping them maximize value and guiding upsells and renewals.

This role blends SaaS, AI, data and API know-how with strong relationship and commercial instincts. You will work across teams and use AI tools to automate repetitive work, with flexible hours (12:00 PM–9:00 PM IST) and a full-time

Qualifications

• 3+ years in technical support or customer success, and 5+ years in customer-facing roles.
• Hands-on command of REST APIs, webhooks and API authentication.
• Experience using AI tools for workflows and data analysis.

Responsibilities

• Own a portfolio of around 100 customers from onboarding onwards with a success plan.
• Onboard customers onto the dashboard and API, guiding adoption.
• Resolve technical questions and escalate as needed.
• Monitor health metrics and act on churn risk.
• Lead renewals and upsell conversations for revenue growth.
• Conduct regular check-ins and business reviews to prove value.
• Build AI-assisted workflows to automate repetitive tasks.
• Create webinars and customer-facing content and guides.

Skills

Customer success

SaaS

Data storytelling

English communication

AI tools

Tools

REST APIs

Webhooks

OAuth 2.0

API keys

Postman

BigQuery

Claude

Job description

Job Summary

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.

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 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.