Scaled Programs Manager

AfterShip; Toronto; Remote; CAD 87,000 - 117,000; Full time

Job summary

AfterShip is seeking a Scaled Programs Customer Success Manager to enhance value and drive adoption among customers. This mid-senior level position focuses on managing tech-touch initiatives for a diverse portfolio, utilizing exceptional project management and analytical skills to foster customer engagement and reduce churn.

Benefits

Competitive compensation

Remote-first/hybrid-flexible work setups

Healthcare coverage offered from day 1

Retirement plans including company match

Annual learning & wellness benefit

Career progression & professional development

Qualifications

• 2 - 5+ years in Customer Success, Lifecycle Marketing, or Program Management at a SaaS company.
• Strong analytical skills with experience using data to drive decisions.
• Excellent communication and project management skills.

Responsibilities

• Own success and adoption for a portfolio of low-to-mid-touch customers.
• Build and maintain automated lifecycle campaigns.
• Track KPIs such as NRR, churn, and customer satisfaction scores.

Skills

Analytical skills

Project management

Communication

Tools

HubSpot

PlanHat

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're looking for a Scaled Programs Customer Success Manager in North America to drive value and adoption across our long-tail customer segment through tech-touch and one-to-many initiatives. This role will report into our VP of Revenue and will design, execute, and optimize scalable programs to help customers realize value, reduce churn, and drive growth without 1:1 engagement. This is a remote position with a preference for candidates in Toronto, Ontario. This role requires collaboration with teams located in Asia and Europe which may require working outside of regular business hours 1-3 times a week.

What You'll Do:

• Own success and adoption for a portfolio of low-to-mid-touch customers through scalable channels (email, in-app, webinars, communities, etc.)
• Build and maintain automated lifecycle campaigns, playbooks, and health scoring strategies using tools like PlanHat, HubSpot, customerio. etc
• Develop and deliver content for onboarding, education, and product engagement (e.g., webinars, video tutorials, nurture emails)
• Partner with Product Marketing and Enablement to scale feature adoption and drive upsell opportunities
• Use customer segmentation and data analysis to identify risk, growth, and engagement patterns
• Track KPIs such as NRR, churn, adoption rates, and customer satisfaction scores (CSAT, NPS)
• Advocate for product enhancements based on scaled customer feedback
• Contribute to customer community programs, knowledge base content, and other self-serve resources
  
  

Who We're Looking For:

• 2 - 5+ years in Customer Success, Lifecycle Marketing, or Program Management at a SaaS company and 3+ years being a people manager.
• Experience with customer success platforms (e.g., Planhat, Vitally) and CRM tools like HubSpot
• Strong analytical skills with experience using data to drive decisions
• Excellent communication and project management skills
• Passion for operational efficiency and process automation
  
  

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Software Development

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