Technical Account Manager

AfterShip; Toronto; Hybrid; CAD 111,000 - 150,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement plans

Unlimited PTO

Learning & wellness benefit

In-office lunch

Commuter benefits

Job summary

AfterShip is a post-purchase SaaS company transforming the ecommerce landscape with an enterprise focus on customer success. The Technical Account Manager will be the primary technical contact for enterprise clients, planning, debugging, and overseeing operations of critical applications.

Responsibilities include end-to-end setup, ongoing support, and migrations across regions. You will collaborate with Success, Ops, Engineering, and Product Marketing teams, in a hybrid-remote model with

Qualifications

• 3+ years experience in customer-facing technical roles in SaaS, ecommerce, or marketing automation technology.
• Ability to break down complex concepts for non-technical stakeholders.
• Experience working with product, ops, and engineering teams.
• Executive-level interpersonal, project management, and communication skills.

Responsibilities

• Lead end-to-end technical setup and configuration for enterprise customers.
• Provide ongoing technical support to ensure smooth operations and customer satisfaction.
• Manage and execute migration processes for enterprise accounts.
• Serve as the primary technical contact for enterprise clients and address escalated issues.
• Handle API-related queries and track resolution progress.
• Collaborate with Customer Success teams across regions.
• Stay updated on platform changes with Operations, Engineering, and Product Marketing teams.

Skills

Customer-facing experience

SaaS experience

Ecommerce / marketing automation

Cross-functional collaboration

Job description

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

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 a Technical Account Manager, you will serve as the primary contact for AfterShip's Enterprise customers and some of the top DTC brands in the industry, ensuring that nothing hinders the full potential of AfterShip's solutions. You will be the primary technical point of contact for one or more customers helping to plan, debug, and oversee ongoing operations of business-critical applications. You will actively engage in troubleshooting applications, databases, and architectural challenges, utilizing a variety of internal tools and drawing on your existing knowledge and toolkits.

Your meticulous attention to detail prioritizes the needs of the customer, ensuring swift 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 Customer Success team. You will have the opportunities to create meaningful impact within our organization and, most importantly, for your customer’s businesses.

We are looking for people with solid experience in IT consulting as well as any of these connected fields, including media technologies, database management, application and system development, big data and analytics, solution designing, and devops consulting. ERP and REST API expertise is advantageous for the position. This position is an opportunity to serve as the primary technical advisor for businesses of all sizes, not just start-ups.

What You’ll Do:

• Lead end-to-end technical setup and configuration for enterprise customers.
• Provide ongoing technical support to ensure smooth operations and customer satisfaction.
• Manage and execute migration processes for enterprise accounts, ensuring minimal downtime and seamless transitions.
• Act as the primary technical contact for enterprise clients, addressing escalated issues and managing complex scenarios.
• Handle technical queries, including API-related requests, and track resolution progress.
• Partner with Customer Success teams across regions to align on customer needs and goals.
• Participate in team meetings to ensure consistent customer support and shared success strategies.
• Work with Operations, Engineering, and Product Marketing teams to stay updated on platform changes.
• Communicate platform updates and relevant changes effectively to enterprise clients.
• You will be expected to be in the office 2 times per week, located in downtown Toronto.

Who We’re Looking For

• 3+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology.
• Experience working with clients, product, ops, and engineering teams—with the ability to break down complex concepts to non-technical stakeholders.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation.
• Ability to grasp customer’s needs and suggest timely solutions.
• Executive level interpersonal, project management, communication, and problem-solving skills.
• Excellent written and verbal communication and presentation skills.

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 (i.e., 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.
• Competitive compensation
• Healthcare coverage offered from day 1
• Retirement plans including company match
• Unlimited PTOAnnual learning & wellness benefit
• Monthly book perk
• In-office lunch and commuter benefits for those located in our hub locations

Salary range for this role:

$111,000 - $150,000 CAD on-target earnings

We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.

We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible.

Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people.

This job posting is for a backfill position.