VP of Client Services

About Easyship:

Easyship is one of the world's leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we've been on a mission to democratize logistics by removing the "black box" of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single "mission control" for global trade, offering access to 550+ courier services across 200+ destinations.

We are an award-winning, global team (Forbes 30 Under 30, TechInAsia's Best Startup) with offices in London, New York, Hong Kong, and beyond. We're growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we'd love to have you join us.

Who We're Looking For:

We're seeking a commercially sharp, customer-obsessed leader to join as Head of Client Services. This role owns the post-sale customer relationship — driving onboarding, retention, and expansion for Easyship's global client base. You will build and scale a high-performing Customer Success function in India, ensuring every client realises measurable value from the Easyship platform and grows with us long-term.

This is a Head of Department role reporting directly to the Co-Founder, with close collaboration across Sales, Marketing, and Customer Support. This is a full-time, onsite role based in our Bengaluru office, following EU collaboration hours (13:30–22:30 IST) to support seamless cross-regional execution.

What You'll Be Responsible For:

• Define and execute the long-term Customer Success strategy in alignment with company OKRs
• Own commercial health metrics including NRR, Retention, Expansion, and CSAT
• Build and manage a structured onboarding programme that drives fast time-to-value for new clients
• Develop and execute proactive playbooks for retention, upsell, and churn prevention
• Manage and grow executive-level relationships with key accounts
• Partner with Sales on expansion opportunities and renewal strategy
• Work closely with Product to close the loop on customer feedback and feature prioritisation
• Lead and develop the Customer Success team in India — hiring, coaching, and career progression
• Leverage AI and automation tools to scale customer touchpoints without scaling headcount proportionally
• Track and report on key performance indicators (NRR, churn, health scores, expansion revenue) to the executive team

You Might Be a Good Fit If…

• 10+ years in customer-facing roles, with at least 3–5 years in senior Customer Success leadership
• Proven track record of owning NRR, retention, and expansion targets — not just satisfaction scores
• Strong understanding of customer lifecycle management in SaaS, eCommerce, or Tech
• Commercially minded — you think in revenue impact, not just relationship quality
• Skilled in building and scaling CS playbooks, health scoring frameworks, and QBR programmes
• Excellent communication, empathy, and executive presence
• Experience with Gainsight, Salesforce, or similar Customer Success platforms
• Exposure to managing global clients or leading multi-time zone teams
• AI-curious — already exploring how tooling can drive CS efficiency and personalisation at scale

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
• Gym and wellness reimbursement so you can invest in your health
• Zomato digital meal credits and a pantry full of wholesome snacks to keep you fuelled through the workday
• 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.

Headquartered in London with offices in New York, Hong Kong, Bangalore, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Don't take it from us, take it from Cristina. One of our longest serving backend engineers.