Key Accounts Executive (customer success)

Eshipz; Bengaluru; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

eShipz is seeking a Key Account Manager in Bengaluru to own strategic relationships end-to-end, ensure seamless onboarding and API integrations, and monitor shipment performance. You will act as a trusted advisor to enterprise customers, focusing on retention, platform adoption, and revenue expansion.

Experience with SaaS logistics platforms, API tooling, and strong stakeholder management is essential. This role offers ownership of high-impact accounts and cross-functional collaboration across

Qualifications

• Strong understanding of logistics, shipping, courier operations, and SaaS platforms.
• Hands-on exposure to APIs, webhooks, dashboards, and data reporting.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple accounts and priorities effectively.

Responsibilities

• Act as the single point of contact for assigned key accounts.
• Build and maintain long-term relationships with client stakeholders across Operations, Technology, Finance, and Customer Experience teams.
• Conduct regular check-ins, reviews, and Quarterly Business Reviews (QBRs).
• Drive customer onboarding, implementation, and go-live activities.
• Ensure smooth integration of Order, Shipment, Tracking, COD, and Webhook APIs.
• Coordinate with internal Tech, Product, and Operations teams for issue resolution.
• Monitor daily shipment performance including delivery %, delays, RTO, NDR, and POD.
• Identify operational bottlenecks and proactively recommend process improvements.
• Support clients during peak volumes, escalations, and carrier-related issues.
• Analyze shipment and billing data to provide actionable insights.
• Prepare and present MIS reports, QBR decks, and performance dashboards.
• Highlight cost savings, automation benefits, and efficiency improvements.
• Identify upsell and cross-sell opportunities and drive platform adoption.
• Ensure timely renewals and minimize churn through consistent value demonstration.
• Work closely with Sales teams during client handovers and expansion discussions.
• Collaborate with Product teams by sharing customer feedback and feature requests.
• Coordinate with Finance on billing, freight audits, and reconciliations.

Skills

Logistics knowledge

API experience

Stakeholder management

Account management

Tools

Postman

CRM systems

Excel/Google Sheets

Webhooks

Job description

About eShipz

eShipz is a fast-growing logistics SaaS company that enables businesses to manage and scale their outbound shipping operations through automation, data, and deep integrations. Our platform is built to handle high-volume, complex logistics environments, helping customers improve delivery performance, reduce costs, and gain real-time visibility across their shipping operations.

Headquartered in Bengaluru, eShipz is powered by a team of 80+ professionals and trusted by leading enterprises such as PhonePe, IshaLife, Fossil, Avon, Maruti Suzuki, Fire-Boltt, and Oswaal Books. We work closely with our customers’ Operations, Technology, and Business teams to ensure eShipz becomes a mission-critical part of their daily logistics workflows.

For a Key Account Manager at eShipz, this means owning strategic customer relationships end-to-end – driving successful onboarding, ensuring smooth API integrations, monitoring shipment performance, and continuously delivering measurable business value. Our platform capabilities, including multi-carrier (B2B & B2C) integrations, AI-driven carrier allocation, real-time tracking, NDR automation, and digital AWB & ePOD APIs, empower KAMs to act as trusted advisors rather
than transactional support contacts.

At eShipz, Key Account Managers play a pivotal role in client retention, platform adoption, and revenue expansion. If you enjoy working at the intersection of customers, data, and technology-and want ownership of high-impact enterprise accounts – eShipz offers a strong foundation to build a long-term career in B2B SaaS account management.

Key Responsibilities

Client Ownership & Relationship Management

• Act as the single point of contact for assigned key accounts


• Build and maintain long‑term relationships with client stakeholders across Operations, Technology, Finance, and Customer Experience teams


• Conduct regular check‑ins, reviews, and Quarterly Business Reviews (QBRs)

Implementation & Adoption

• Drive customer onboarding, implementation, and go‑live activities


• Ensure smooth integration of Order, Shipment, Tracking, COD, and Webhook APIs


• Coordinate with internal Tech, Product, and Operations teams for issue resolution

Operational Excellence

• Monitor daily shipment performance including delivery %, delays, RTO, NDR, and POD


• Identify operational bottlenecks and proactively recommend process improvements


• Support clients during peak volumes, escalations, and carrier-related issues

Data, Reporting & Insights

• Analyze shipment and billing data to provide actionable insights


• Prepare and present MIS reports, QBR decks, and performance dashboards


• Highlight cost savings, automation benefits, and efficiency improvements

Revenue Growth & Retention

• Identify upsell and cross‑sell opportunities (new carriers, modules, automation features)


• Drive higher platform adoption and shipment volumes


• Ensure timely renewals and minimize churn through consistent value demonstration

Stakeholder Coordination

• Work closely with Sales teams during client handovers and expansion discussions


• Collaborate with Product teams by sharing customer feedback and feature requests


• Coordinate with Finance on billing, freight audits, and reconciliations

Required Skills & Qualifications

Must‑Have

• Strong understanding of logistics, shipping, courier operations, and SaaS platforms


• Hands‑on exposure to APIs, webhooks, dashboards, and data reporting


• Excellent communication and stakeholder management skills


• Ability to manage multiple accounts and priorities effectively

Good to Have

• Experience in logistics technology, shipping aggregators, or supply chain SaaS


• Understanding of both B2B and B2C shipping workflows


• Familiarity with tools such as Postman, Excel/Google Sheets, and CRM systems


• Prior exposure to Customer Success, Account Management, or Implementation roles

Key Success Metrics

• Client retention, satisfaction (CSAT), and NPS


• Platform adoption and shipment volume growth


• SLA adherence and issue resolution turnaround time


• Revenue expansion within assigned accounts

Why Join eShipz

• Fast‑growing logistics SaaS startup with real‑world business impact


• Opportunity to work closely with enterprise customers and modern API‑driven platforms


• Ownership‑driven role with high visibility and clear career growth paths


• Strong cross‑functional exposure and learning opportunities based on performance and contribution