--- title: 'Senior Enterprise Customer Success Manager at AfterShip' canonical: 'https://feeny.ai/job/senior-enterprise-customer-success-manager-aftership-toronto-n05x1vzdkcv0' type: 'job' last_seen: '2026-09-07' --- # Senior Enterprise Customer Success Manager at AfterShip - **Company:** AfterShip - **Location:** Toronto, Canada - **Posted:** 2026-08-19 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/aftership/jobs/6146928004 ## Job description ## About Us 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. 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. 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. 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. 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 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. 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. 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. What You’ll Do: - 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. - 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. - 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. - Develop multi-threaded stakeholder maps across your accounts, cultivating champions and building trusted relationships with economic buyers and executive sponsors. - 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. - Act as the strategic voice of your customers internally, working cross-functionally with Sales, Support, Product, and Engineering across time zones to remove blockers and shape the product roadmap. - Lead onboarding for new strategic clients in close collaboration with implementation counterparts, ensuring time-to-value is fast and measurable. - Mentor and raise the bar for the broader CSM team, sharing best practices on commercial conversations, executive engagement, and business review craft. - Be willing to travel for onsite client meetings, executive sessions, and trade events (up to 20%). Who We're Looking For: - 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS, preferably in eCommerce, with a track record of managing strategic or enterprise-tier accounts. - Proven expertise in commercial negotiations and renewals, including navigating procurement, structuring pricing conversations, and defending revenue in competitive situations. - Demonstrated ability to own a revenue number, with a history of strong retention and expansion performance against quota. - Exceptional executive presence and stakeholder management skills, with experience building relationships and influencing at the VP and C-suite level. - A strong storyteller who can build and deliver business reviews that land with executives, translating data into a clear narrative about value, ROI, and opportunity. - Ability to understand and explain technical solutions in business terms to both clients and internal stakeholders. - Comfortable managing complex, multi-stakeholder accounts with competing priorities, and skilled at prioritization in a growth-paced environment. - Excellent written and verbal communication and presentation skills. At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply. Why You Should Join Us: - 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. 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. Perks: - Competitive compensation - Remote-first work setups - Healthcare coverage offered from day 1 - Retirement plans including company match - Unlimited PTO - Annual learning & wellness benefit - Monthly book perk - Career progression & professional development - In-office lunch and commuter benefits for those located in our hub locations Salary range for this role: CAD$141,000 - $172,000 on-target earnings We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs. We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible. Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people. This job vacancy is a backfill position. ## About AfterShip ## Company Overview - **One-liner**: AfterShip provides a post-purchase automation platform for ecommerce merchants, unifying shipment tracking, returns management, and AI delivery predictions. - **Entity Type**: Private (raised $66 million led by Tiger Global in April 2021, plus a $1 million Series A from IDG Capital Partners in 2014) - **Headquarters**: Singapore (with offices in Toronto, Barcelona, Madrid, Noida, Shenzhen, and more) - **Founded**: 2012 (after winning Startup Weekend Hong Kong 2011 and Global Startup Battle 2011) - **Founders**: Co-founders (names not publicly specified in provided sources) ## Core Business - **Primary industry**: Ecommerce SaaS (post-purchase automation) - **Target customers**: B2B – ecommerce merchants of all sizes, from SMB to enterprise (over 20,000 paid customers including Samsung, Gymshark, Vivino, Harry’s, Mous, Rakuten) - **Mission or purpose**: “Build the world’s leading automation platform for ecommerce merchants.” The company believes in a more open and integrated ecommerce ecosystem where retailers, partners, and developers work together for a better shopping experience. ## Products & Services - **AfterShip Tracking**: Real-time branded shipment tracking across 1,200+ carriers, with proactive notifications and granular status updates. Reduces WISMO (Where Is My Order) tickets by up to 54%. - **AfterShip Returns**: Exchange-first returns management that transforms returns into revenue by guiding customers toward exchanges and store credits over refunds. Claims a 2x increase in exchanges and a 20% boost in revenue recapture. - **AfterShip AI EDD**: AI-powered estimated delivery date predictions to build buyer trust and improve delivery date accuracy. - **Fraud Prevention**: Tools to detect and prevent fraudulent return requests. - **Enterprise Reporting & Revenue Attribution**: Drill into order-level insights to see how tracking visits and returns contribute to repeat revenue and customer lifetime value. - **Integrations**: Seamless connections with Shopify, TikTok Shop, Shopify POS, and other major ecommerce platforms. ## Market Standing - **Valuation / Market Cap**: Not disclosed - **Key Metric**: Total funding of $67 million (Series A + Series B); annual revenue not publicly available - **Notable Investors/Partners**: Tiger Global (lead Series B), IDG Capital Partners (Series A); over 1,000 carrier partners including major global carriers - **Growth Signals**: - 9.4B+ shipments tracked to date - 20,000+ paid customers - 450+ employees across 6 countries and 20+ cities - Earned Great Place to Work Certification™ in Canada (July 2024) - Rapidly expanding go-to-market teams with open roles across North America, Europe, and Asia ## Competitive Advantages - **Deep carrier integrations**: 1,200+ carriers provide granular, real-time tracking data that competitors may not offer. - **AI-driven delivery predictions**: Proprietary AI estimates deliver dates with high accuracy, reducing customer uncertainty. - **Exchange-first returns engine**: Converts refund requests into exchanges/store credits, directly improving merchant margins and customer loyalty. - **Platform lock-in**: Unifies tracking, returns, and insights into one system, reducing the need for multiple vendors. - **Remote-first global team**: Engineering-driven culture with talent distributed across 20+ cities, enabling 24/7 operations and diverse perspectives. ## Strategic Focus - Expand the post-purchase automation platform to cover every touchpoint after checkout. - Increase integration depth with major ecommerce platforms (Shopify, TikTok Shop) and carrier networks. - Scale go-to-market teams in North America and Europe to capture more enterprise customers. - Continue investing in AI capabilities for predictive delivery and fraud prevention. ## Why Work Here - **Culture**: Values include “Geeky Spirit,” “Quick Delivery,” “Keep It Simple,” and “Customer Success.” The team is described as a group of geeks building automation tools for retailers. - **Diversity & Inclusion**: Committed to a diverse and inclusive workplace; welcomes all races, languages, cultures, beliefs, genders, and identities. - **Work setup**: Remote-first company with hybrid-flexible options in hub locations (Toronto, Barcelona, Madrid, Singapore). Employees choose a schedule that fits their time zone and role. - **Perks & benefits**: Competitive compensation, retirement matching, health benefits, learning stipends (monthly book allowance), in-office benefits like commuter and lunch expense coverage. - **Growth**: Company invests in personal and professional growth with opportunities to up-skill individually or with the team. - **Recruiting process**: Six steps – Apply, Screen with People Team, Hiring Manager Interview, Practical Assignment, Meet the Team, Offer. ## Sources 1. [aftership.com – About Us](https://www.aftership.com/company/about-us) 2. [aftership.com – Careers](https://www.aftership.com/careers) 3. [aftership.com – Homepage](https://www.aftership.com/) 4. [linkedin.com – AfterShip](https://www.linkedin.com/company/aftership) 5. [builtin.com – AfterShip](https://builtin.com/company/aftership) ## Other roles at AfterShip - [Revenue Operations Consultant](https://feeny.ai/job/revenue-operations-consultant-aftership-united-states-4nbst4gjrdrj) — United States - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-aftership-toronto-wh77t4wqn67k) — Toronto, Canada - [Technical Account Manager](https://feeny.ai/job/technical-account-manager-aftership-austin-dmt59bpzhgty) — Austin, TX / Lehi, UT - [Technical Account Manager](https://feeny.ai/job/technical-account-manager-aftership-toronto-gey2qgec7mtq) — Toronto, Canada - [Senior Web Marketing Manager](https://feeny.ai/job/senior-web-marketing-manager-aftership-california-oregon-washington-mfp9b0sse4fr) — California / Oregon / Washington - [Senior Web Marketing Manager](https://feeny.ai/job/senior-web-marketing-manager-aftership-vancouver-hbnf3kme76z2) — Vancouver, Canada - [Business Development Manager](https://feeny.ai/job/business-development-manager-aftership-lehi-rhpq9tvefvj1) — Lehi, UT - [Account Executive](https://feeny.ai/job/account-executive-aftership-utah-q8asvnyaacpm) — Utah - [Business Development Representative](https://feeny.ai/job/business-development-representative-aftership-lehi-8ts74wnk427n) — Lehi, UT - [Technical Account Manager](https://feeny.ai/job/technical-account-manager-aftership-california-utah-washington-90a3w8yvrjvy) — California / Utah / Washington