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 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 Planhat or Gainsight) to segment accounts and prioritize your day.
- 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.
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.
Perks:- Competitive compensation
- Remote-first/hybrid-flexible 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 $95,000 OTE - $114,000 OTE
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 posting is for a new position
