Customer Success Manager

Job description

**About Us** AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants. AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint. AfterShip integrates seamlessly with eCommerce platforms including Shopify and TikTok Shop, and connects with more than 1,400+ carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Mejuri, Dr. Squatch and Alo Yoga—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases. Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide. **Your Mission:** We are looking for a **Customer Success Manager (Hybrid-Scale)** to manage a strategic book of 100+ accounts. In this role, you aren’t just a "process-runner"—you are a portfolio lead. You will use data and automation to maintain a wide reach, while carving out the time for high-touch intervention and Quarterly Business Reviews (QBRs) for your highest-impact accounts. This role is perfect for a CSM who loves the efficiency of a 1:many approach but still thrives on driving deep, strategic value during 1:1 executive sessions. **What You’ll Do:** - **Net Dollar Retention (NDR):** Owning the health and growth of your total book of business. - **Strategic Engagement:** Leading QBRs and success planning for approximately 20% of your accounts to ensure long-term alignment. - **Full Lifecycle Management:** Driving adoption, renewals, and expansion across both your automated and high-touch segments. - **Risk & Health Mitigation:** Using health scores to identify and save at-risk accounts before they reach the renewal window. - **The "Scaled Playbook":** Refining the automated sequences that support your other 80 accounts so they remain successful with minimal manual effort. **Who We're Looking For****:** - **Experience:** 3–5 years in Customer Success or Account Management, ideally with experience managing 50+ accounts. - **The Balance:** Ability to pivot from a high-level automated campaign to a high-stakes 1:1 executive presentation. - **The Analytical Edge:** Comfort using CS platforms (like Hook, Planhat or Gainsight) to segment accounts and prioritize your day. - **AI-Forward:** You actively use tools like Claude, ChatGPT or Gemini to streamline your workflow, automate repetitive tasks, and find smarter ways to work. - **The Strategist’s Mindset:** You don't just "check-in"; you understand how to navigate an account to find the real business pain. - **Efficiency:** A "builder" mentality—you enjoy creating the templates and workflows that make managing 100 accounts feel like 20. *At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply.* **Why You Should Join Us:** - **Great Place to Work Certified:** We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration. - **Innovative & Inclusive Culture:** Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals. - **Ambitious Mission with Real Impact:** Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow. - **Thrive & Grow:** There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company. - **Flexible Work Setup**: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations. You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role. **Perks:** - Competitive compensation - Remote-first/hybrid-flexible work setups - Healthcare coverage offered from day 1 - Retirement plans including company match - Unlimited PTO - Annual learning & wellness benefit - Monthly book perk - Career progression & professional development - In-office lunch and commuter benefits for those located in our hub locations **Salary range for this role:** CAD $95,000 OTE - $120,000 OTE *We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.* *We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible.* *Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people.* *This job posting is for a new position*