AfterShip CareersAfterShip
Customer Success
Director of Customer Success
Toronto, Ontario

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Job Description

About Us

AfterShip is an automation platform that empowers eCommerce retailers to create and manage the world’s best online shopping experiences. Powering the tracking of over 4.4billion order shipments for 17,000 eCommerce retailers like Amazon, Harry’s and Kylie Cosmetics, AfterShip is the one-stop shop for eCommerce tools that support website pop-ups, advanced email flows, page building, shipment visibility, branded shipment tracking, proactive email and SMS notifications, returns, and exchanges.

Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company. We secured a 66 million dollar Series B in 2021.

At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.

We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you’re looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.


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 Director of Customer Success, you will lead and continue to build a team of highly motivated Customer Success Managers in North America and Europe.

This role is critical to the direction of every part of the business. Your team will take ownership of customer issues and work closely with internal teams to ensure customer needs are understood and built into every part of the business. As Director of Customer Success, you will have a critical influence on customer strategies post-sale (e.g. onboarding, retention, renewal). You will influence product direction with your insight into the customer landscape. 

The Director of Customer Success, reporting into the VP of Customer Success, is part of AfterShip's Global Customer Success team. As such, there may be the need to work outside of regular office hours for team meetings or in order to collaborate with members of the team in APAC and Europe, which flexible hours may be exercised to accommodate. There will also be opportunities to travel (up to 20% and fully expensed).


What You’ll Do: 

  • Lead the Customer Success teams in North America and Europe to achieve success in accordance with the company’s goals.
  • Act as our clients’ trusted advisor, ensuring they receive the correct value out of AfterShip
  • Build and maintain a strong Customer Success team, helping team members continuously grow
  • Oversee and develop the department’s knowledge base, SOPs and related work streams
  • Collaborate cross-functionally with a global team across time zones (Sales, Support, Product, Engineering) to identify and eliminate bottlenecks and ensure customer success
  • Be accountable for Dollar Retention Rate and Customer Retention Rate


Who We're Looking For:

  • 7-8 years of experience related with customer success, account management in the SaaS industry, e-commerce industry is preferred; cross-regional account management experience is preferred;
  • 4-5 years of team management experience, including multinational management experience; good at coaching team members and providing feedback to help improve their skills and enable their growth;
  • Strong business acumen and customer lifecycle management skills, with the ability to properly assess and service large enterprise customers;
  • Exceptional communication skills and ability to cooperate cross-functionally;
  • Proven experience establishing processes and automation tools for internal and external stakeholders, ideally in a startup environment;
  • Favorable time zone overlap with Europe and APAC preferred;
  • Proficiency in Mandarin and/or Cantonese is a plus.

At AfterShip, we understand that not all applicants will have skills that match the job description exactly. We value diverse experiences and respect that experience comes in many different forms, so even if you feel you may not meet every qualification to a T then we still encourage you to apply. We are always looking for people who can help us continue to raise the bar for our team and who want to join us on our mission. 


Why You Should Join Us:

  • We are super proud of our diverse and geeky culture, started by our software engineer turned CEO and cultivated by a group of amazing people from all over the world. You’ll be part of a solutions-oriented team that puts egos aside to achieve new milestones and tackle challenges together. 
  • We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (Toronto, Austin, Barcelona). 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. 
  • We have great ambition to make buying and selling easier for everyone in this world -- one of the most exciting spaces for a technology start-up to be in. There is virtually no ceiling for either what you will be doing or learning here, and we want to support you to grow exponentially, along with the company.


  • Competitive compensation
  • Remote-first/hybrid-flexible work setups
  • Healthcare coverage offered from day 1
  • Career progression & professional development
  • Flexible PTO policy
  • Retirement Plans including company match
  • Invest in your learning + monthly book perk
  • In-office lunch and commuter benefits for those located in our hub locations

We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the legislative requirements of this job’s location. Please let us know if you require accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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