VP of Client Services

Responsibilities

• 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 efficiently
• Track and report on key performance indicators to the executive team

Requirements

• 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
• Strong understanding of customer lifecycle management in SaaS, eCommerce, or Tech
• Commercially minded with a focus on revenue impact
• Skilled in building and scaling CS playbooks, health scoring frameworks, and QBR programmes
• Experience with Gainsight, Salesforce, or similar Customer Success platforms
• Experience managing global clients or leading multi-time zone teams
• Excellent communication, empathy, and executive presence

Benefits

• Generous remuneration and stock units
• Reimbursement for gym and wellness expenses
• Freedom to ‘Work from Anywhere’ for 4 weeks per year
• Generous vacation policy, including duvet days and mental health days

About the Company

Easyship is one of the world's leading multi-carrier shipping software, built to make global eCommerce borderless. 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 with offices in London, New York, Hong Kong, and beyond.