Senior Enterprise CSM — Executive Relationships & Renewals

Doist; Toronto; On-site; CAD 141,000 - 172,000; Full time

Benefits offered by this job

Competitive compensation

Remote-first work setup

Healthcare coverage from day 1

Retirement plan with company match

Unlimited PTO

Learning & wellness benefit

Monthly book perk

Career progression & professional dev

In-office lunch and commuter benefits

Job summary

AfterShip is a remote-first, post-purchase SaaS company seeking a Senior Enterprise Customer Success Manager to own strategic accounts, including top DTC brands. You will drive renewals, expansions, and multi-year deals, while building durable executive relationships across customer organizations.

You’ll collaborate with Sales, Support, Product, and Engineering across time zones, lead onboarding for new strategic clients, and mentor the CSM team.

Qualifications

• 5+ years in Customer Success, Account Management, or related client-facing role in SaaS.
• Experience with enterprise-grade accounts and complex renewals.
• Proven ability to own revenue, retain, and expand across strategic accounts.

Responsibilities

• Own end-to-end success of strategic accounts, including Net Dollar Retention, churn minimization, and expansion targets.
• Lead negotiations for renewals, upgrades, and multi-year agreements with Sales and leadership.
• Develop proactive renewal strategies, identify risks early, and coordinate cross-functional resources.
• Create stakeholder maps and build relationships with economic buyers and executives.
• Prepare and present executive-level reviews tying outcomes to ROI and business impact.
• Collaborate cross-functionally to align on product roadmap and remove blockers.
• Lead onboarding for new strategic clients with implementation teams.
• Mentor and uplift the broader CSM team on commercial conversations and business reviews.
• Willingness to travel up to 20% for onsite meetings and events.

Skills

Customer Success

Account Management

SaaS

Enterprise Accounts

Executive communication

Negotiations

Stakeholder management

Storytelling

Business acumen

Job description

AfterShip is a remote-first, post-purchase SaaS company seeking a Senior Enterprise Customer Success Manager to own strategic accounts, including top DTC brands. You will drive renewals, expansions, and multi-year deals, while building durable executive relationships across customer organizations.

You’ll collaborate with Sales, Support, Product, and Engineering across time zones, lead onboarding for new strategic clients, and mentor the CSM team.