Strategic CSM – 100+ Accounts, Remote-First

AfterShip Group; Toronto; Hybrid; CAD 95,000 - 114,000; Full time

Benefits offered by this job

Competitive compensation

Remote-first

Healthcare coverage

Retirement match

Unlimited PTO

Learning & wellness benefit

Book perk

Career progression

Lunch/commuter benefits

Job summary

AfterShip Group in Toronto, Canada is seeking a Customer Success Manager (Hybrid-Scale) to lead a strategic book of 100+ accounts. You’ll blend automated playbooks with high-touch, executive-level engagements to drive adoption, renewals, and expansion.

You’ll use health scores and CS platforms to prioritize risk, plan QBRs, and craft success plans for ~20% of your top accounts, while building scalable workflows for the remaining 80.

Qualifications

• 3–5 years in Customer Success or Account Management.
• Experience with data-driven account prioritization and health scoring.
• Proficient with CS platforms and automation tools.
• AIs-forward approach using Claude, ChatGPT or Gemini.

Responsibilities

• Own Net Dollar Retention and health of your book.
• Lead QBRs and success planning for top accounts.
• Drive adoption, renewals and expansion across segments.
• Identify at-risk accounts and mitigate renewal risk.
• Refine scalable playbooks to support 100 accounts.

Skills

Customer Success

Account Management

Data-driven

CS platforms

Automation tools

AI tools

Strategic thinking

High-touch engagement

Tools

Hook

Planhat

Gainsight

Job description

AfterShip Group in Toronto, Canada is seeking a Customer Success Manager (Hybrid-Scale) to lead a strategic book of 100+ accounts. You’ll blend automated playbooks with high-touch, executive-level engagements to drive adoption, renewals, and expansion.

You’ll use health scores and CS platforms to prioritize risk, plan QBRs, and craft success plans for ~20% of your top accounts, while building scalable workflows for the remaining 80.