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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>About Easyship:</strong></p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Easyship is one of the world's leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we've been on a mission to democratize logistics by removing the "black box" of international shipping costs and complexities. 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.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">We are an award-winning, global team (Forbes 30 Under 30, TechInAsia's Best Startup) with offices in London, New York, Hong Kong, and beyond. We're growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we'd love to have you join us.</p>
<strong>Who We're Looking For:</strong>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">We're seeking a commercially sharp, customer-obsessed leader to join as <strong>Head of Client Services</strong>. This role owns the post-sale customer relationship — driving onboarding, retention, and expansion for Easyship's global client base. You will build and scale a high-performing Customer Success function in India, ensuring every client realises measurable value from the Easyship platform and grows with us long-term.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This is a Head of Department role reporting directly to the Co-Founder, with close collaboration across Sales, Marketing, and Customer Support. This is a full-time, onsite role based in our Bengaluru office, following EU collaboration hours (13:30–22:30 IST) to support seamless cross-regional execution.</p>
<strong>What You'll Be Responsible For:</strong>
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<li class="whitespace-normal break-words pl-2">Define and execute the long-term Customer Success strategy in alignment with company OKRs</li>
<li class="whitespace-normal break-words pl-2">Own commercial health metrics including NRR, Retention, Expansion, and CSAT</li>
<li class="whitespace-normal break-words pl-2">Build and manage a structured onboarding programme that drives fast time-to-value for new clients</li>
<li class="whitespace-normal break-words pl-2">Develop and execute proactive playbooks for retention, upsell, and churn prevention</li>
<li class="whitespace-normal break-words pl-2">Manage and grow executive-level relationships with key accounts</li>
<li class="whitespace-normal break-words pl-2">Partner with Sales on expansion opportunities and renewal strategy</li>
<li class="whitespace-normal break-words pl-2">Work closely with Product to close the loop on customer feedback and feature prioritisation</li>
<li class="whitespace-normal break-words pl-2">Lead and develop the Customer Success team in India — hiring, coaching, and career progression</li>
<li class="whitespace-normal break-words pl-2">Leverage AI and automation tools to scale customer touchpoints without scaling headcount proportionally</li>
<li class="whitespace-normal break-words pl-2">Track and report on key performance indicators (NRR, churn, health scores, expansion revenue) to the executive team</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>You Might Be a Good Fit If…</strong></p>
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<li class="whitespace-normal break-words pl-2">10+ years in customer-facing roles, with at least 3–5 years in senior Customer Success leadership</li>
<li class="whitespace-normal break-words pl-2">Proven track record of owning NRR, retention, and expansion targets — not just satisfaction scores</li>
<li class="whitespace-normal break-words pl-2">Strong understanding of customer lifecycle management in SaaS, eCommerce, or Tech</li>
<li class="whitespace-normal break-words pl-2">Commercially minded — you think in revenue impact, not just relationship quality</li>
<li class="whitespace-normal break-words pl-2">Skilled in building and scaling CS playbooks, health scoring frameworks, and QBR programmes</li>
<li class="whitespace-normal break-words pl-2">Excellent communication, empathy, and executive presence</li>
<li class="whitespace-normal break-words pl-2">Experience with Gainsight, Salesforce, or similar Customer Success platforms</li>
<li class="whitespace-normal break-words pl-2">Exposure to managing global clients or leading multi-time zone teams</li>
<li class="whitespace-normal break-words pl-2">AI-curious — already exploring how tooling can drive CS efficiency and personalisation at scale</li>
</ul>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">If you're excited about this role but don't meet every requirement, we'd still love to hear from you.</p>
<strong>What We Bring to the Table as an Employer:</strong>
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<li class="whitespace-normal break-words pl-2">Generous remuneration and stock units</li>
<li class="whitespace-normal break-words pl-2">Comprehensive health coverage</li>
<li class="whitespace-normal break-words pl-2">Gym and wellness reimbursement so you can invest in your health</li>
<li class="whitespace-normal break-words pl-2">Zomato digital meal credits and a pantry full of wholesome snacks to keep you fuelled through the workday</li>
<li class="whitespace-normal break-words pl-2">The freedom to 'Work from Anywhere' for 4 weeks in a year</li>
<li class="whitespace-normal break-words pl-2">Generous vacation policy, plus duvet days and mental health days to truly recharge</li>
</ul>
<strong>How we value inclusion in our recruitment practices:</strong>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Easyship is an equal opportunity employer. We make all employment decisions — recruiting, hiring, pay, benefits, training, promotion, leave, and separation — based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Headquartered in London with offices in New York, Hong Kong, Bangalore, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!</p>
<p><strong>Don't take it from us, take it from Cristina. One of our longest serving backend engineers.</strong></p>
<p><strong><iframe src="https://www.youtube.com/embed/NJRIGdjgtZ0?list=PL13k79h2g20bk4NXxkD9YjPHTyAoEkqH5&index=10" width="597" height="335"></iframe></strong></p>
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