Key Accounts Executive (customer success)

About eShipz

eShipz is a fast-growing logistics SaaS company that enables businesses to manage and scale their outbound shipping operations through automation, data, and deep integrations. Our platform is built to handle high-volume, complex logistics environments, helping customers improve delivery performance, reduce costs, and gain real-time visibility across their shipping operations.

Headquartered in Bengaluru, eShipz is powered by a team of 80+ professionals and trusted by leading enterprises such as PhonePe, IshaLife, Fossil, Avon, Maruti Suzuki, Fire-Boltt, and Oswaal Books. We work closely with our customers’ Operations, Technology, and Business teams to ensure eShipz becomes a mission-critical part of their daily logistics workflows.

For a Key Account Manager at eShipz, this means owning strategic customer relationships end-to end – driving successful onboarding, ensuring smooth API integrations, monitoring shipment performance, and continuously delivering measurable business value. Our platform capabilities, including multi-carrier (B2B & B2C) integrations, AI-driven carrier allocation, real-time tracking, NDR automation, and digital AWB & ePOD APIs, empower KAMs to act as trusted advisors rather
than transactional support contacts.

At eShipz, Key Account Managers play a pivotal role in client retention, platform adoption, and revenue expansion. If you enjoy working at the intersection of customers, data, and technology-and want ownership of high-impact enterprise accounts – eShipz offers a strong foundation to build a long-term career in B2B SaaS account management.

Key Responsibilities

Client Ownership & Relationship Management
● Act as the single point of contact for assigned key accounts
● Build and maintain long-term relationships with client stakeholders across Operations, Technology, Finance, and Customer Experience teams
● Conduct regular check-ins, reviews, and Quarterly Business Reviews (QBRs)

Implementation & Adoption
● Drive customer onboarding, implementation, and go-live activities
● Ensure smooth integration of Order, Shipment, Tracking, COD, and Webhook APIs
● Coordinate with internal Tech, Product, and Operations teams for issue resolution

Operational Excellence
● Monitor daily shipment performance including delivery %, delays, RTO, NDR, and POD
● Identify operational bottlenecks and proactively recommend process improvements
● Support clients during peak volumes, escalations, and carrier-related issues

Data, Reporting & Insights
● Analyze shipment and billing data to provide actionable insights
● Prepare and present MIS reports, QBR decks, and performance dashboards
● Highlight cost savings, automation benefits, and efficiency improvements

Revenue Growth & Retention
● Identify upsell and cross-sell opportunities (new carriers, modules, automation features)
● Drive higher platform adoption and shipment volumes
● Ensure timely renewals and minimize churn through consistent value demonstration

Stakeholder Coordination
● Work closely with Sales teams during client handovers and expansion discussions
● Collaborate with Product teams by sharing customer feedback and feature requests
● Coordinate with Finance on billing, freight audits, and reconciliations

Required Skills & Qualifications

Must-Have
● Strong understanding of logistics, shipping, courier operations, and SaaS platforms
● Hands-on exposure to APIs, webhooks, dashboards, and data reporting
● Excellent communication and stakeholder management skills
● Ability to manage multiple accounts and priorities effectively

Good to Have
● Experience in logistics technology, shipping aggregators, or supply chain SaaS
● Understanding of both B2B and B2C shipping workflows
● Familiarity with tools such as Postman, Excel/Google Sheets, and CRM systems
● Prior exposure to Customer Success, Account Management, or Implementation roles

Key Success Metrics

● Client retention, satisfaction (CSAT), and NPS
● Platform adoption and shipment volume growth
● SLA adherence and issue resolution turnaround time
● Revenue expansion within assigned accounts

Why Join eShipz

● Fast-growing logistics SaaS startup with real-world business impact
● Opportunity to work closely with enterprise customers and modern API-driven platforms
● Ownership-driven role with high visibility and clear career growth paths
● Strong cross-functional exposure and learning opportunities based on performance and contribution