Enterprise Customer Success Manager

Summary

Join AfterShip's growing Customer Success team as an Enterprise Customer Success Manager! You will be the primary point of contact for key enterprise clients, ensuring they effectively utilize AfterShip's solutions. Responsibilities include onboarding new clients, preparing quarterly business reviews, managing customer retention and expansion, and acting as the first point of contact for escalated support issues. You will build strong client relationships, collaborate with cross-functional teams, and communicate best practices. This high-impact role requires 3+ years of experience in a customer-facing, technical SaaS role, preferably in eCommerce or marketing automation. The ideal candidate possesses strong communication, presentation, and problem-solving skills, along with the ability to explain technical concepts clearly. AfterShip offers a remote-first/hybrid work environment, competitive compensation, healthcare coverage, retirement plans, and professional development opportunities.

Requirements

• 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
• Bilingual English/French - Native or near-native level fluency of English is required (C2+) and professional level French (B2+) is an asset

Responsibilities

• Lead 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)

Preferred Qualifications

Located in Toronto with experience working in an international team preferred

Benefits

• 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