Customer Success Manager

About Us

After Ship, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, After Ship is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

After Ship 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, After Ship enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

After Ship integrates seamlessly with eCommerce platforms including Shopify and Tik Tok 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 After Ship 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, After Ship 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.

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.

• 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.

• Experience: 3–5 years in Customer Success or Account Management, ideally with experience managing 50+ accounts.
• The Balance: Ability to pivot from a high-level automated campaign to a high-stakes 1:1 executive presentation.
• The Analytical Edge: Comfort using CS platforms (like Hook, Planhat or Gainsight) to segment accounts and prioritize your day.
• AI-Forward: You actively use tools like Claude, ChatGPT or Gemini to streamline your workflow, automate repetitive tasks, and find smarter ways to work.
• The Strategist’s Mindset: You don't just "check-in"; you understand how to navigate an account to find the real business pain.
• Efficiency: A "builder" mentality—you enjoy creating the templates and workflows that make managing 100 accounts feel like 20.

• 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, After Ship 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…