Customer Success Manager

<p><strong>About Us</strong></p> <p>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.</p> <p>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.</p> <p>AfterShip integrates seamlessly with eCommerce platforms including Shopify and TikTok Shop, and connects with more than 1,400+ carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Mejuri, Dr. Squatch and Alo Yoga—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.</p> <p>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.</p> <p><strong>Your Mission: </strong></p> <p>We are looking for a <strong>Customer Success Manager (Hybrid-Scale)</strong> to manage a strategic book of 100+ accounts. In this role, you aren’t just a "process-runner"—you are a portfolio lead. You will use data and automation to maintain a wide reach, while carving out the time for high-touch intervention and Quarterly Business Reviews (QBRs) for your highest-impact accounts. This role is perfect for a CSM who loves the efficiency of a 1:many approach but still thrives on driving deep, strategic value during 1:1 executive sessions.</p> <p><strong>What You’ll Do: </strong></p> <ul> <li><strong>Net Dollar Retention (NDR):</strong> Owning the health and growth of your total book of business.</li> <li><strong>Strategic Engagement:</strong> Leading QBRs and success planning for approximately 20% of your accounts to ensure long-term alignment.</li> <li><strong>Full Lifecycle Management:</strong> Driving adoption, renewals, and expansion across both your automated and high-touch segments.</li> <li><strong>Risk & Health Mitigation:</strong> Using health scores to identify and save at-risk accounts before they reach the renewal window.</li> <li><strong>The "Scaled Playbook":</strong> Refining the automated sequences that support your other 80 accounts so they remain successful with minimal manual effort.</li> </ul> <p><strong>Who We're Looking For</strong><strong>:</strong></p> <ul> <li><strong>Experience:</strong> 3–5 years in Customer Success or Account Management, ideally with experience managing 50+ accounts.</li> <li><strong>The Balance:</strong> Ability to pivot from a high-level automated campaign to a high-stakes 1:1 executive presentation.</li> <li><strong>The Analytical Edge:</strong> Comfort using CS platforms (like Hook, Planhat or Gainsight) to segment accounts and prioritize your day.</li> <li><strong>AI-Forward:</strong> You actively use tools like Claude, ChatGPT or Gemini to streamline your workflow, automate repetitive tasks, and find smarter ways to work.</li> <li><strong>The Strategist’s Mindset:</strong> You don't just "check-in"; you understand how to navigate an account to fi