Enterprise Customer Success Manager

3 months ago


Toronto, Canada Aftership Full time

**About Us**

Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company. We secured a 66 million dollar Series B in 2021.

At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.

We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you’re looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.

**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 an Enterprise Customer Success Manager, you’ll be the go-to individual for AfterShip’s Enterprise customers and some of the industry’s top DTC brands to ensure there’s nothing standing in the way of harnessing the full power of AfterShip’s solutions.

This is a high-impact position within the growing global Customer Success team. As part of a global team, there may be a need to work outside of regular office hours for meetings with Europe or APAC (up to 2 - 4 times a week remotely). Meetings outside of regular business hours are planned with advance adequate notice.

If you’re excited about having opportunities to create meaningful impact within our organization and, most importantly, for your customers’ businesses, we hope to see you apply

**What You’ll Do**:

- Leading new client onboarding process in collaboration with the Implementation Consultant
- Prepare and present quarterly business reviews (QBRs) which include account performance metrics, industry insights, best practices and highlight incremental opportunities.
- 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.
- Be the client’s trusted advisor to ensure they get the correct value out of AfterShip.
- 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 responsible for Dollar Retention Rate and Customer Retention Rate.
- Be willing to travel for onsite client meetings/trade events (up to 20% and fully expensed).

**Who We're Looking For**:

- 3+ years experience in a customer-facing, technical role in SaaS, preferably in eCommerce or marketing automation
- Strong customer-facing skills, radiating enthusiasm, poise, confidence, and professionalism
- Ability to understand and explain technical solutions in layman’s term to client
- 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
- Located in Toronto with experience working in an international team preferred
- At AfterShip, we understand that not all applicants will have skills that match the job description exactly. We value diverse experiences and respect that experience comes in many different forms, so even if you feel you may not meet every qualification to a T then we still encourage you to apply. We are always looking for people who can help us continue to raise the bar for our team and who want to join us on our mission._

**Why You Should Join Us**:

- AfterShip is a certified Great Place To Work®, which recognizes our commitment to its core values and an inclusive workplace culture. We are super proud of our diverse and geeky culture, started by our software engineer turned CEO and cultivated by a group of amazing people from all over the world. You’ll be part of a solutions-oriented team that puts egos aside to achieve new milestones and tackle challenges together.
- 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



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