About Us AfterShip, a Excellent 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 are looking for a Customer Success Manager (Hybrid-Scale) 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. What You’ll Do: Net Dollar Retention (NDR): Owning the health and growth of your total book of business. Strategic Engagement: Leading QBRs and success planning for approximately 20% of your accounts to ensure long-term alignment. Full Lifecycle Management: Driving adoption, renewals, and expansion across both your automated and high-touch segments. Risk & Health Mitigation: Using health scores to identify and save at-risk accounts before they reach the renewal window. The "Scaled Playbook": Refining the automated sequences that support your other 80 accounts so they remain successful with minimal manual effort. Who We're Looking For Experience: 3–5 years in Customer Success or

📌 Customer Success Manager (Toronto)
🏢 AfterShip Group
📍 Toronto