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Customer Success Enterprise Customer Success Manager Toronto
1 month ago
AfterShip is an automation platform that empowers eCommerce retailers to create and manage the world's best online shopping experiences. Powering the tracking of over 4.4 billion order shipments for 17,000 eCommerce retailers like Etsy, Harry's, and Kylie Cosmetics, AfterShip is a pioneer in post-purchase solutions and eCommerce AI. We deliver innovative, industry-leading SaaS solutions, including email automation, SMS marketing, smart product recommendation, shipment tracking, returns management, AI-predictive delivery estimates, and more.
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.
Your attention to detail focuses on the customer needs in order to drive rapid customer 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 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 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 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).
Who We're Looking For:
- 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 terms 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.
- 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 in Canada, 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 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.
- We have great ambition to make buying and selling easier for everyone in this world -- one of the most exciting spaces for a technology start-up to be in. There is virtually no ceiling for either what you will be doing or learning here, and we want to support you to grow exponentially, along with the company.
Perks:
- 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.
We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the legislative requirements of this job's location. Please let us know if you require accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
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