Customer Success Manager

【Job Summary】

We’re looking for a passionate and hands-on Customer Success Manager to join us at Ezily—a fast-growing SaaS startup that’s reshaping the e-commerce space. As one of our early team members, you’ll have the unique opportunity to help define how we support and grow our customer base from the ground up.

In this role, you'll own the entire customer journey—from onboarding and training to implementation and ongoing success. You'll work closely with our product and business teams to ensure our customers not only get value from our platform, but love using it. You’ll also play a key role in gathering feedback, spotting opportunities, and helping shape the future of our product.

This role is perfect for someone who thrives in fast-paced environments, loves solving problems, and wants to be part of building something from scratch. If you’re excited about e-commerce, love working with customers, and want to be part of a collaborative, ambitious team—we’d love to meet you.

Key Responsibilities

• Oversee the entire customer journey, including onboarding, training, requirement gathering, ensuring delivery, and ensuring seamless delivery of product value.

  • Lead the onboarding and training of new customers, ensuring comprehensive understanding and maximizing adoption of Ezily’s platform.

  • Manage internal resources effectively to guarantee timely product delivery, implementation, and deployment.

  • Proactively identify and address gaps within the product delivery process.

• Analyze clients need to provide valuable insights for improving Ezily’s product offerings.

• Leverage customer data and feedback to identify trends and propose recommendations for product enhancements and new feature development.

• Partner with business development teams and executives to develop strategic and technical plans that align with customer business objectives.

• Identify upselling and cross-selling opportunities within existing accounts, collaborating with business development and product teams.

• Document and share customer success stories and industry best practices to enhance knowledge sharing.

• Develop strategic presentations for executive reviews, offering actionable insights and recommendations to drive customer engagement and platform optimization.

Qualifications

• Minimum 5 years of experience in Customer Success Management within B2B SaaS, ideally in a technical or data-driven environment.

• Experience working in e-commerce or related industries.

• Strong analytical mindset with demonstrated experience in working on analytical or digital transformation projects.

• Proven ability to influence stakeholders and build strong, long-lasting relationships across multiple organizational layers.

• Excellent verbal and written communication skills, with the ability to present complex technical concepts in an easily understandable manner.

• Experience engaging with senior executives and decision-makers, demonstrating business acumen and strategic insight.

• Adaptable, open-minded, and comfortable navigating the fast-paced, evolving environment characteristic of an early-stage startup.

• Proven ability to proactively develop FAQs, manuals, or video guides to streamline responses and improve overall efficiency.

Preferred Qualifications:

• Strong data analysis skills and the ability to write SQL are a significant plus.

• Prior experience supporting or upselling SaaS or Martech solutions to e-commerce brands or clients is highly preferred.

• Proven track record in delivering success to clients at early-stage SaaS startup