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Easyship Technologies
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Head of Client Services

Head of Client Services

Easyship Technologies

10 - 15 years

35 - 40 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

data analysis change management team management equity wellness customer service analytics logistics customer interaction salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Purpose:

We re seeking a dynamic, customer-obsessed leader to join as

Head of Client Services

. This role is responsible for building and scaling high-performing Customer Experience (CX) and Customer Success teams across India. You will ensure every customer interaction is consistent, value-driven, and aligned with our company mission.

What You ll Do:

Strategic Leadership Focus:

Define and execute the long-term strategy for Client Services in alignment with company OKRs
Own customer health metrics (NPS, CSAT, Retention, Expansion)
Partner cross-functionally with Sales, Product, and Operations to close feedback loops

Team Management:

Lead and develop the CX and Customer Success leadership team in India
Set performance standards and ensure consistent execution across functions
Design training, career progression, and team structure plans

Operations & Delivery Management:

Oversee onboarding, support, and success operations, ensuring SLA adherence
Implement scalable processes and tools to streamline customer journeys
Lead the resolution of escalated issues and complex client challenges

Data Insights:

Track key performance indicators (CSAT, NRR, churn, response time, etc.)
Leverage analytics to guide decisions and forecast capacity needs
Report regularly to the executive team on performance and insights

Who You Are:

10+ years in customer-facing roles, with at least 3 5 years in senior leadership
Proven experience managing both CX (Support) and Customer Success teams
Strong understanding of customer lifecycle management in SaaS/eCommerce/Tech
Skilled in data analysis, stakeholder alignment, and change management
Excellent communication, empathy, and conflict-resolution skills
Experience scaling teams in a fast-growth or global environment is a plus
Experience with Zendesk, Gainsight, Salesforce, or similar tools
Exposure to managing global clients or leading multi-time zone teams

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