Enterprise Customer Success Manager

AfterShip; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A global eCommerce solutions provider in Toronto is seeking an experienced Enterprise Customer Success Manager to lead onboarding and ensure customer satisfaction. You will manage relationships, conduct quarterly reviews, and drive retention and expansion. Ideal candidates have over 3 years of SaaS experience and excel in communication and problem-solving skills. This role supports flexible work arrangements and offers competitive compensation.

Benefits

Competitive compensation

Healthcare coverage from day 1

Retirement plans with company match

Annual learning & wellness benefit

Monthly book perk

Flexible work setup

Qualifications

• 3+ years in a customer-facing, technical SaaS role.
• Proven end-to-end customer relationship management.
• Ability to explain technical solutions in simple terms.

Responsibilities

• Lead new client onboarding in collaboration with the implementation team.
• Prepare and present quarterly business reviews (QBRs).
• Own Dollar Retention Rate and Customer Retention Rate.

Skills

Customer relationship management

Technical SaaS experience

Presentation skills

Communication skills

Problem-solving skills

Job description

Overview

Join to apply for the Enterprise Customer Success Manager role at AfterShip.

AfterShip is a Great Place to Work Certified company transforming the global eCommerce landscape. We empower eCommerce retailers to create and manage the world’s best online shopping experiences, powering millions of shipment trackings for global brands. We are pioneering AI‑driven post‑purchase solutions, including smart shipment tracking, returns management, personalized product recommendations, and AI‑powered delivery estimates.

We are a growing, diverse, global team with over 10 years in operation, 450+ employees across 8 offices, and a flat structure that encourages ownership and impact. If you’re looking to advance your career and have meaningful impact for our customers, we invite you to apply.

Your Mission :

We succeed when our customers succeed. As an Enterprise Customer Success Manager, you’ll be the primary contact for AfterShip’s Enterprise customers and top DTC brands to ensure customers get the full value of AfterShip’s solutions. You will focus on customer onboarding, adoption, renewal, and expansion, while collecting testimonials, stories, and feedback to inform product improvements.

This is a high‑impact role within the global Customer Success team. You may occasionally work outside regular hours to accommodate Europe or APAC meetings (up to 2–4 times per week remotely), with notice provided in advance.

If you’re excited about creating meaningful impact for our customers, we’d love to see your application.

What You’ll Do

• Lead new client onboarding in collaboration with the implementation team.
• Prepare and present quarterly business reviews (QBRs) with account performance metrics, industry insights, best practices, and growth opportunities.
• Own Dollar Retention Rate and Customer Retention Rate; drive expansion through cross‑selling and upgrades.
• Serve as the first point of contact for escalated issues and coordinate with relevant teams to resolve problems.
• Develop deep product knowledge to explain the AfterShip platform to all user levels.
• Build and maintain trusted advisor relationships to maximize value for clients.
• Collaborate cross‑functionally with Sales, Support, Product, and Engineering to remove bottlenecks and ensure customer success.
• Communicate best practices and new features to customers and relay customer feedback to the Product team.
• Travel to client sites or events as needed (up to 20% and fully expensed).

Who We’re Looking For

• 3+ years in a customer‑facing, technical SaaS role, preferably in eCommerce or marketing automation
• Proven ability to manage end‑to‑end customer relationships (onboarding, adoption, renewals)
• Strong customer‑facing, presentation, and communication skills
• Ability to explain technical solutions in clear, non‑technical terms
• Experience delivering multiple projects with attention to detail in a growth environment
• Executive interpersonal, project management, and problem‑solving skills
• Experience creating and delivering business reports (e.g., QBRs)
• Excellent written and verbal communication and presentation skills
• Located in Toronto or experience working with an international team is preferred

Why You Should Join Us

• Great Place to Work Certified: Inclusive, values‑driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Global team of problem solvers focused on curiosity, creativity, and collaboration.
• Ambitious Mission: Transforming eCommerce with opportunities to innovate and grow.
• Thriving Career Growth: We support your development as the company grows.
• Flexible Work Setup: Remote‑first with hybrid options in hub locations (Toronto, Austin, Barcelona); flexible hours by time zone.
• Competitive compensation
• Remote‑first / hybrid options
• Healthcare coverage from day 1
• Retirement plans with company match
• Annual learning & wellness benefit
• Monthly book perk
• In‑office lunch and commuter benefits for hub locations

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