Head of Client Services

About this role

About Easyship:

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 (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.

Who We're Looking For:
We're seeking a commercially sharp, customer-obsessed leader to join as a 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

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