Enterprise Customer Success Manager

AfterShip; Toronto; Hybrid; CAD 100,000 - 120,000; Full time

Job summary

A leading technology company in Toronto is looking for an Enterprise Customer Success Manager to ensure the success of enterprise customers. The role involves leading onboarding processes, preparing business reviews, and managing customer relationships to drive satisfaction and renewals. Candidates should have at least 3 years of experience in a customer-facing role, ideally in SaaS or eCommerce, with strong communication and project management skills. This position supports a hybrid work setup.

Benefits

Competitive compensation

Remote-first / hybrid-flexible work setups

Healthcare coverage from day 1

Retirement Plans including company match

Annual learning & wellness benefit

Career progression & professional development

Qualifications

• 3+ years experience in a customer-facing, technical role in SaaS, preferably in eCommerce or marketing automation.
• Proven ability to manage end-to-end customer relationships, including onboarding, adoption, and renewals.
• Strong presentation abilities and communication skills.

Responsibilities

• Lead new client onboarding processes and collaboration.
• Prepare and present quarterly business reviews (QBRs).
• Ensure customer success by managing retention and expansion quotas.

Skills

Customer-facing skills

Technical understanding

Project management

Communication skills

Time management

Job description

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About Us

AfterShip, recognized as a Great Place to Work Certified company, is at the forefront of transforming the global eCommerce landscape. Our mission is to empower eCommerce retailers to create and manage the world's best online shopping experiences. Powering over 4.4 billion shipment trackings for over 20,000 global brands like Samsung, GymShark, Dr. Squatch, Citizen, Mejuri and Aesop, AfterShip revolutionizes how businesses engage with customers after purchase. We are pioneering AI-driven post-purchase solutions, from smart shipment tracking and returns management to personalized product recommendations and AI-powered delivery estimates.

About Us

AfterShip, recognized as a Great Place to Work Certified company, is at the forefront of transforming the global eCommerce landscape. Our mission is to empower eCommerce retailers to create and manage the world's best online shopping experiences. Powering over 4.4 billion shipment trackings for over 20,000 global brands like Samsung, GymShark, Dr. Squatch, Citizen, Mejuri and Aesop, AfterShip revolutionizes how businesses engage with customers after purchase. We are pioneering AI-driven post-purchase solutions, from smart shipment tracking and returns management to personalized product recommendations and AI-powered delivery estimates.

Having secured a $66 million Series B in 2021, we are accelerating our growth and continuing to shape the future of eCommerce.

At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.

We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you're looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.

Your Mission :

We succeed when our customers succeed. Customer Success is not only a critical function at AfterShip, but a core value of the organization. As an Enterprise Customer Success Manager, you'll be the go-to individual for AfterShip's Enterprise customers and some of the industry's top DTC brands to ensure there's nothing 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 global Customer Success team. As part of a global team, there may be a need to work outside of regular office hours for meetings with Europe or APAC (up to 2 - 4 times a week remotely). Meetings outside of regular business hours are planned with advance adequate notice.

If you're excited about having opportunities to create meaningful impact within our organization and, most importantly, for your customers' businesses, we hope to see you apply!

What You'll Do :

• Leading new client onboarding process in close collaboration with implementation team counterparts.
• Prepare and present quarterly business reviews (QBRs) which include account performance metrics, industry insights, best practices and highlight incremental opportunities.
• Be responsible for Dollar Retention Rate and Customer Retention Rate, while also driving expansion quotas through cross-selling and upgrades.
• Act as the first point of contact for escalated support issues and file tickets with the appropriate teams ensuring the problem is ultimately resolved.
• Thoroughly understand all aspects of the AfterShip platform in order to explain the technology to all types of users.
• Build and maintain trusted advisor relationships with clients, ensuring they maximize the value of AfterShip's solutions.
• Help eliminate bottlenecks by working cross-functionally with a global team across time zones (Sales, Support, Product, Engineering) in order to ensure customer success.
• Communicate best practices and new product features to evangelize with customers, as well as delivering customer feedback to the Product team.
• Be willing to travel for onsite client meetings / trade events (up to 20% and fully expensed).

Who We're Looking For :

3+ years experience in a customer-facing, technical role in SaaS, preferably in eCommerce or marketing automation

Proven ability to manage end-to-end customer relationships, including onboarding, adoption, and renewals.

Strong customer-facing skills, radiating enthusiasm, poise, confidence, and professionalism, with excellent presentation abilities.

Ability to understand and explain technical solutions in layman's term to clients and internal stakeholders

Proven ability to successfully deliver multiple projects simultaneously with meticulous attention to detail

Comfortable working in a growth-paced environment that requires strong time management and prioritization skills

Executive level interpersonal, project management, communication, and problem-solving skills

Prior experience creating and delivering business reports, preferably in the form of QBRs

Excellent written and verbal communication and presentation skills

Located in Toronto with experience working in an international team preferred

At AfterShip, we understand that not all applicants will have skills that match the job description exactly. We value diverse experiences and respect that experience comes in many different forms, so even if you feel you may not meet every qualification to a T then we still encourage you to apply. We are always looking for people who can help us continue to raise the bar for our team and who want to join us on our mission.

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 (Toronto, Austin, Barcelona). 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

Annual learning & wellness benefit

Monthly book perk

Career progression & professional development

In-office lunch and commuter benefits for those located in our hub locations

We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the legislative requirements of this job's location. Please let us know if you require accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the legislative requirements of this job's location. Please let us know if you require accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Software Development

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