Scaled Programs Manager

Summary

Join AfterShip, a Great Place to Work Certified company, as a Scaled Programs Customer Success Manager in North America. Drive value and adoption for our long-tail customer segment through tech-touch and one-to-many initiatives. Design, execute, and optimize scalable programs to enhance customer value, reduce churn, and drive growth. This remote position, preferably based in Toronto, requires collaboration with teams in Asia and Europe, potentially involving occasional work outside regular hours. You will own customer success and adoption, build automated campaigns, develop educational content, partner with other teams, analyze data, track KPIs, advocate for product improvements, and contribute to customer community resources. The role reports to the VP of Revenue.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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
• 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