Manager -Customer success (3+ Years of Experience,Ecommerce,Logistics,SAAS)

Manager -Customer success (3+ Years of Experience,Ecommerce,Logistics,SAAS)

Company: eShipz

Job Location: Bengaluru, Karnataka, India

Employment Type: Full-time

Experience Required: 3+ years

Job description

Company Description

eShipz is a growing logistics automation platform that empowers brands to optimize their shipping processes and enhance post-purchase customer experiences. The platform provides seamless solutions such as multi-carrier integrations, automated shipping labels, real-time tracking, NDR management, and analytics tools. With over 350 businesses from eCommerce and enterprises trusting eShipz, the company is committed to simplifying logistics and offering reliable customer support. Explore advanced shipping automation at www.eshipz.com.

Job Responsibilities

Leadership & Strategy: Lead and scale the Customer Success function, driving retention and expansion strategies to ensure our customers maximize value from eShipz platform.

Customer Relationship Management: Build and maintain strong relationships with key clients to ensure customer satisfaction, resolve escalations, and identify growth opportunities.

Team Development: Mentor, coach, and grow the customer success team. Set performance goals, provide feedback, and foster a collaborative, customer-centric culture.

Customer Retention & Growth: Develop and execute strategies to increase customer engagement, improve retention rates, and identify upsell and cross-sell opportunities.

Data-Driven Approach: Leverage customer success metrics (e.g., NPS, churn, retention, etc.) to continually optimize processes and drive improvements in customer satisfaction.

Collaboration: Work closely with the sales, product, and support teams to ensure seamless customer onboarding, product adoption, and satisfaction.

Customer Advocacy: Act as the voice of the customer within the organization, providing feedback and insights to the product and leadership teams.

Process Improvement: Continuously refine customer success processes, workflows, and tools to drive efficiency and ensure scalability.

Key Requirements

Proven experience (4+ years) in customer success, account management, or a related role, preferably in SaaS or logistics solutions.

Strong leadership skills with experience managing and growing teams.

Excellent communication and relationship management skills.

Data-driven mindset with a passion for customer success metrics and outcomes.

Ability to work cross-functionally and influence stakeholders at all levels.

Strong problem-solving skills with the ability to manage escalations and navigate complex customer relationships.

Proven Experience on API Integration,Testing and Troubleshooting .

This position is based in Bangalore. Please note that we are currently seeking local candidates and are unable to support relocation efforts.

Skills Required

Customer Success, Saas, Troubleshooting, Account Management .