Senior Enterprise 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 succeed when our customers succeed. Customer Success is not only a critical function at AfterShip, but a core value of the organization. As a Senior Enterprise Customer Success Manager, you'll own a portfolio of some of AfterShip's most strategic and commercially important accounts, including some of the industry's top DTC brands. These are our highest-value relationships, and you'll be trusted to protect and grow them.</p> <p>This role goes beyond adoption and support. You'll lead complex commercial conversations, drive renewal and expansion outcomes, and build durable relationships across every level of the customer organization, from day-to-day operators to the executive suite. Your ability to influence senior stakeholders, deliver compelling business reviews, and negotiate win-win commercial outcomes will directly shape AfterShip's retention and growth trajectory.</p> <p>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. Meetings outside of regular business hours are planned with advance adequate notice.</p> <p><strong>What You’ll Do: </strong></p> <ul> <li>Own the end-to-end success of a portfolio of AfterShip's most strategic accounts, carrying direct responsibility for Net Dollar Retention, minimize churn and expansion targets.</li> <li>Lead commercial negotiations for renewals, upgrades, and multi-year agreements, partnering with Sales and leadership to structure deals that protect revenue and deepen the partnership.</li> <li>Build and execute proactive renewal strategies well ahead of contract dates, identifying risk early and mobilizing internal resources to defend and grow accounts, including in competitive situations.</li> <li>Develop multi-threaded stakeholder maps across your accounts, cultivating champions and building trusted relationships with economic buyers and executive sponsors.</li> <li>Prepare and present executive-level business reviews (QBRs/EBRs) that connect AfterShip's impact to the customer's business outcomes, using account performance metrics, industry insights, and ROI narratives to influence decision-makers and surface incremental opportunities.</li> <li>Act as the strategic voice of your customers internally, worki