Customer Success Lead
Hong Kong, Array, HK

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally.

At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.

We envision a frictionless economy where creators can use one platform to ship products to anyone, anywhere. When you grow, we grow.

Tommaso Tamburnotti, Co Founder.

Easyship is building tomorrow’s logistic infrastructure, today. Our team is continuously looking to reach new heights, whether it’s learning about new technologies or improving your own skillset, Easyship is prepared to empower you to grow.

We believe that when we inspire each other, we grow together.

Easyship is recruiting brilliant, curious, and driven individuals to help us scale our innovative technology worldwide. Headquartered in New York with offices in London, Hong Kong, Singapore, Melbourne, Toronto, and Taipei our team is global and growing.

We encourage you to apply if a challenge excites you. If you enjoy the company of talented people. If you would dedicate yourself to a simple mission : to make shipping easy for everyone.

We operate with a global footprint, but we’re still tiny relative to the opportunity ahead, so there is still much to do.

Join us and help put borderless commerce within reach of every entrepreneur.

Job Description

Position Title : Customer Success Lead

Reports to : Head of Customer Success

Key Relationships : Sales team, Marketing team, Product team, Operations team

Job Purpose : 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.

You will also play a crucial role in leading and growing our existing team of customer success managers.

What you will do :

Manage a portfolio of small and medium eCommerce clients across SE Asia, 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

Lead a team of 4 CSMs and coach and support them to drive customer success

Research and implement best practices in the customer success space

Handle escalations from the team and join client calls (churn risks, expansion opportunities)

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 or customization requests)

What you will bring :

  • 4+ years of experience in a similar role (customer success manager in a SAAS company)
  • 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
  • Nice to have :

  • Experience in a SAAS / PAAS company is a strong plus
  • College degree
  • Exposure or ability to understand technical issues
  • Benefits :

    Competitive compensation package

    Company Equity

    Gym & Wellness Reimbursement

    Generous Vacation Policy

    Duvet Day - Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!

    Mental Health Day - You deserve a day off! A chance to recharge and enjoy Me Time’.

    Flexible working approach

    Professional Development

    Unlimited Coffee, Drinks & Healthy Snacks

    Office PlayStation Games.

    As we expand, the potential to work in one of our international offices.

    Annual Summit in Hong Kong for you to collaborate with the team

    Medical Insurance provided

    You will have the opportunity to work with a global team, filled with smart, ambitious and like minded colleagues. We have built an inclusive culture which supports and enables you to grow.

    Come and join the Easyship team!


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