Senior Customer Success Manager

Easyship•New York, NY

About The Position

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.

Requirements

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

Responsibilities

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.