Manager - Technical Account Management

AfterShip•Toronto, ON

5d•Remote

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. Your Mission: We succeed when our customers succeed. As a Manager of the TAM team at AfterShip, your team is the go-to team for AfterShip’s Enterprise customers and some of the industry’s top DTC brands to ensure nothing is standing in the way of harnessing the full power of AfterShip’s solutions. Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback. This is a high-impact position within the growing Professional Services team.

Requirements

2+ years of experience directly managing TAMs or SEs.
Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure).
Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders.
Excellent problem-solving and analytical skills.
Exceptional communication and presentation abilities.
Ability to manage a team and showcase leadership attributes. Coaching and mentorship plays an important role here.

Responsibilities

Lead, mentor, and develop a team of 10+ Technical Account Managers (TAMs), strengthening both technical capabilities (e.g., API troubleshooting, issue diagnosis) and client-facing skills (e.g., stakeholder management, proactive communication).
Conduct regular reviews of customer calls and case audits to ensure high standards of technical accuracy and effective, proactive account management.
Own and continuously improve the onboarding and ramp-up program for new TAMs, ensuring they achieve proficiency in AfterShip products within 90 days.
Track and improve TAM KPIs, ensuring they are aligned with customer success outcomes (e.g., Time to Live, renewals).
Act as the “voice of the customer” to R&D, helping prioritize integrations and feature requests based on customer needs.
Align with Customer Success leadership to drive positive customer outcomes.
Partner with Support leadership to ensure effective handoffs; TAMs should focus on strategic, account-specific guidance rather than frontline support.