Senior Enterprise Customer Success Manager

Role Overview

As a Senior Enterprise Customer Success Manager, you’ll own a portfolio of AfterShip’s most strategic accounts, leading commercial negotiations, and building relationships with customers. You’ll be responsible for Net Dollar Retention, minimizing churn, and expansion targets. This role requires a high level of executive presence, stakeholder management skills, and the ability to influence at the VP and C-suite level.

What You Will Do

You’ll lead commercial negotiations for renewals, upgrades, and multi-year agreements, prepare and present executive-level business reviews (QBRs/EBRs), and act as the strategic voice of your customers internally. You’ll also mentor and raise the bar for the broader CSM team.

Why It Might Be a Fit

We’re looking for someone with 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS, preferably in eCommerce. You should have a proven expertise in commercial negotiations and renewals, and a demonstrated ability to own a revenue number with a history of strong retention and expansion performance against quota.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS, preferably in eCommerce
• Proven expertise in commercial negotiations and renewals
• Demonstrated ability to own a revenue number with a history of strong retention and expansion performance against quota
• Exceptional executive presence and stakeholder management skills
• Ability to understand and explain technical solutions in business terms to both clients and internal stakeholders

Benefits

• Competitive compensation
• Remote-first 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