Customer Success Manager

AfterShip•Toronto, ON

18d•Hybrid

About The Position

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 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—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. The mission for this role is to manage a strategic book of 100+ accounts as a Customer Success Manager (Hybrid-Scale). This role is not just a "process-runner" but a portfolio lead, utilizing data and automation for wide reach while dedicating time for high-touch intervention and Quarterly Business Reviews (QBRs) for high-impact accounts. It's ideal for a CSM who values the efficiency of a 1:many approach but also excels at driving deep, strategic value in 1:1 executive sessions.

Requirements

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 Planhat or Gainsight) to segment accounts and prioritize your day.
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.

Responsibilities

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.