Customer Success Manager

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 14,000 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 a Customer Success Manager, you'll be the go-to individual for our Enterprise customers to ensure there's nothing standing in the way of harnessing the full power of AfterShip's solutions.

Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback.

This is a high-impact position within the growing Customer Success team. You will have the opportunities to create meaningful impact within our organization and, most importantly, for your customers businesses.

Responsibilities:

• Drive NA customers to achieve success according to company goals
• Lead team to be the client's trusted advisor to ensure they get the correct value out of AfterShip.
• Help to build a strong customer success team and help team members to grow continuously
• Help eliminate bottlenecks by working cross-functionally with a global team across time zones (Sales, Support, Product, Engineering) in order to ensure customer success.
• Be responsible for Dollar Retention Rate and Customer Retention Rate.

Requirements:

• 3+ years experience in a customer-facing, technical roles in either SaaS, ecommerce, or marketing automation technology
• You have strong customer-facing written and verbal communications skills and radiate enthusiasm, poise, confidence, and professionalism
• Ability to coach team members to understand and explain technical solutions in layman's term to client (experience with the following is a plus: eCommerce platforms, order management systems, inventory management, WMS, TMS, supply chain, logistics)

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.

Designation : Customer Success Manager

Reportingto: Head of Customer Success

Location: Noida (Hybrid 2-3 days from office)

Shifts: 5:00 PM to 2:00 AM IST