Help our clients to achieve their business goals by effectively understanding and utilizing the suite of Easyship's products and features, thereby increasing revenue per client. Drive product adoption and work with other departments, such as Customer Service and Product, to ensure a seamless customer journey.

• Manage a portfolio of small and medium eCommerce clients across North America, Australia and Europe, reducing customer churn and increasing customer satisfaction scores
• Conduct customer onboarding, driving product adoption and helping clients to become familiar with our platform and services
• Conduct quarterly catch ups with clients to set goals and desired outcomes that will be incorporated into the Customer Success Plan for the upcoming quarter
• Function as point person to escalate issues and problems that may arise and coordinate its resolution
• Collaborate effectively with multiple teams across different regions and time zones, namely with sales (to manage the handoff of clients) and operations (to deal with any emergency with warehouses or couriers) and tech (to escalate any technical issues)
• Analyze weekly product adoption data to identify up- and cross-sell opportunities
• Analyze weekly customer health data to identify follow-up actions and proactively avoid customer churn
  
  

Who you are:

• 1+ years of experience in a similar role (customer success manager in a SAAS company), or 2+ years of experience in a sales or account management role
• Fluency in English
• Analytical, technical acumen
• You are a great communicator with the ability to influence and drive action across internal and external teams
• You are a self-starter who thrives in a fast-paced start-up environment. You are always willing to take on new projects, and do whatever it takes to make your customers happy and your company successful
• You are a true team-player who contributes with positive energy to our team