Manager - Customer Success (SAAS Logistics ,Ecommerce)

Company Description

eShipz is a rapidly growing logistics automation platform that helps businesses streamline their shipping operations and enhance post-purchase customer experiences. With solutions such as multi-carrier shipping integrations, real-time tracking, automated shipping labels, NDR management, and analytics, eShipz serves 350+ businesses, including eCommerce companies and enterprises. The platform also provides robust freight audits and reliable customer support to optimize logistics efficiency. Learn more at www.eshipz.com.

Role Description

This is a full-time, on-site role located in Bengaluru for a Customer Success Specialist with 3-5 years of experience in SaaS. The responsibilities include managing customer success initiatives, ensuring high levels of customer satisfaction, providing excellent customer support, addressing customer inquiries, and coordinating with internal teams to resolve issues. The role also involves analysing customer feedback and data to improve service quality and strengthen client relationships.

Objectives of the role

• Managing and growing relationships with key customers, acting as their primary point of contact.
• Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer feedback and communicating product improvement suggestions to the development team.
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Developing and executing customer success strategies that drive product adoption and maximise customer value.
• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
• Advocating for the customer within the organisation to ensure their needs are prioritised.

Your tasks

• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
• Oversee the customer lifecycle management and identify areas for optimisation.
• Conduct customer onboarding sessions to ensure successful product adoption.
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
• Assist in the development of customer success playbooks and resources.
• Serve as the liaison between customers and internal teams, such as product development, sales, and support.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

Required skills and qualifications

• Bachelor’s degree in business, Marketing, Communications, or a related field.
• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Experience in managing customer success programs, customer retention, and upselling strategies.
• Ability to analyse customer data and usage trends to identify areas of improvement.
• Understanding of product management and its impact on customer experience.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Solid negotiation skills to handle complex customer accounts.