At a Glance
- Tasks: Lead customer success initiatives and drive client relationships for a global eCommerce platform.
- Company: Join Easyship, a top multi-carrier shipping software company transforming global trade.
- Benefits: Generous salary, stock options, wellness reimbursements, and flexible work arrangements.
- Other info: Work in a diverse, inclusive environment with excellent career growth opportunities.
- Why this job: Make a real impact in a fast-growing company with a mission to democratise logistics.
- Qualifications: 10+ years in customer-facing roles, with strong leadership and commercial acumen.
The predicted salary is between 80000 - 100000 £ per year.
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. We are an award‑winning, global team 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.
We’re seeking a commercially sharp, customer‑obsessed leader to join as the Head of Client Services. 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, Sales & Customer support function in India, ensuring every client realises measurable value from the Easyship platform and grows with us long‑term. 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 role based in our London office.
What You’ll Be Responsible For:
- 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 without scaling headcount proportionally
- Track and report on key performance indicators (NRR, churn, health scores, expansion revenue) to the executive team
You Might Be a Good Fit If…
- 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 — not just satisfaction scores
- Strong understanding of customer lifecycle management in SaaS, eCommerce, or Tech
- Commercially minded — you think in revenue impact, not just relationship quality
- Skilled in building and scaling CS playbooks, health scoring frameworks, and QBR programmes
- Excellent communication, empathy, and executive presence
- Experience with Gainsight, Salesforce, or similar Customer Success platforms
- Exposure to managing global clients or leading multi‑time zone teams
- AI‑curious — already exploring how tooling can drive CS efficiency and personalisation at scale
What We Bring to the Table as an Employer:
- Generous remuneration and stock units
- We reimburse gym and wellness expenses so you can invest in your health
- The Freedom to Work from Anywhere for 4 weeks in a year
- Generous vacation policy, plus duvet days and mental health days to truly recharge
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. 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!
Head of Client Services employer: Easyship Inc.
Easyship is an exceptional employer, offering a dynamic work culture that prioritises transparency and innovation in the fast-paced world of eCommerce logistics. With generous remuneration, wellness reimbursements, and a flexible work-from-anywhere policy, employees are empowered to thrive both personally and professionally. The London office serves as a hub for collaboration and growth, providing ample opportunities for career progression within a globally recognised team dedicated to reshaping international shipping.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Easyship Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Easyship Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Easyship Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Easyship Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Easyship Inc.!
How to prepare for a job interview at Easyship Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
