Job Description

Position

- Customer Success Manager

Experience

- 3-5 yrs

Location

- Bangalore

Notice Period

- Immediate joiner-15 days

Qualification-

Any graduation

Skills

- customer acquisition, technical support, handling customer queries (both technical and non technical), should have an exposure in handling teamJob

Roles and Responsibilities:

Leadership & Strategy:
Lead and scale the Customer Success function, driving retention and expansion

strategies to ensure our customers maximize value from eShipz's platform.
Customer Relationship Management:
Build and maintain strong relationships with key clients to ensure customer

satisfaction, resolve escalations, and identify growth opportunities.
Team Development:
Mentor, coach, and grow the customer success team. Set performance goals,

provide feedback, and foster a collaborative, customer-centric culture.
Customer Retention & Growth:
Develop and execute strategies to increase customer engagement, improve retention rates, and identify upsell and cross-sell opportunities.
Data-Driven Approach:
Leverage customer success metrics (e.g., NPS, churn, retention, etc.) to continually optimize processes and drive improvements in customer satisfaction.
Collaboration:
Work closely with the sales, product, and support teams to ensure seamless

customer onboarding, product adoption, and satisfaction.
Customer Advocacy:
Act as the voice of the customer within the organization, providing feedback and insights to the product and leadership teams.
Process Improvement:
Continuously refine customer success processes, workflows, and tools to drive

efficiency and ensure scalability.



Key Requirements:
Proven experience (3+ years) in customer success, account management, or a
related role, preferably in SaaS or logistics solutions.
Strong leadership skills with experience managing and growing teams. Excellent communication and relationship management skills. Data-driven mindset with a passion for customer success metrics and outcomes. Ability to work cross-functionally and influence stakeholders at all levels. Strong problem-solving skills with the ability to manage escalations and navigate complex customer relationships. * Experience working in a fast-paced startup environment is a plus.