Customer Success Manager

About Us

AfterShip, recognized as a Great Place to Work Certified company, is at the forefront of transforming the global eCommerce landscape. Our mission is to empower eCommerce retailers to create and manage the world’s best online shopping experiences. Powering over 4.4 billion shipment trackings for over 20,000 global brands like Samsung, GymShark, Dr. Squatch, Citizen, Mejuri and Aesop, AfterShip revolutionizes how businesses engage with customers after purchase. We are pioneering AI-driven post-purchase solutions, from smart shipment tracking and returns management to personalized product recommendations and AI-powered delivery estimates.

Having secured a $66 million Series B in 2021, we are accelerating our growth and continuing to shape the future of eCommerce.

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.

This is a pivotal role within AfterShip's global Customer Success team, with reporting lines to the Head of Customer Success (APAC). Occasional collaboration with the global team in Greater China, South East Asia,  Europe or North America, may require flexibility in work hours to accommodate meetings or tasks.

Key Job Responsibilities:

• Manage a portfolio of existing accounts by maintaining engagement and utilizing value-based account management techniques for retention and growth.
• Lead the onboarding process for new clients in conjunction with the Technical Account Manager for implementation.
• Conduct regular business review meetings (weekly/monthly/quarterly, as needed) with C-level executives to incorporate account performance metrics, industry insights, best practices for customers, and identification of areas for improvement and growth opportunities.
• Serve as the initial point of contact for escalated technical issues, ensuring swift resolution by liaising with appropriate teams.
• Develop a comprehensive understanding of the AfterShip platform to effectively communicate its features to users at all levels within client organizations.
• Act as a trusted advisor to clients, ensuring they derive maximum value from AfterShip's services.
• Collaborate cross-functionally with global teams across various time zones to address bottlenecks and ensure customer success.
• Share best practices and new product features with customers while providing feedback to the product team.
• Assume responsibility for meeting dollar retention and expansion KPIs.
• Travel as needed for client meetings/trade show events (up to 25%, fully covered).
• Drive growth of AfterShip's client base and revenue in APAC markets.

Basic Qualifications:

• Bachelor's Degree or higher.
• 7-10 years of experience in customer-facing roles in sales/business development/account management/customer success, with a proven track record of consistently delivering great results.
• Strong interpersonal skills and professional demeanor, capable of articulating technical solutions in simple terms.
• Ability to manage complex projects and collaborate with multiple internal and external stakeholders.
• Comfortable in a fast-paced environment requiring strong time management and prioritization skills.
• Exceptional executive-level interpersonal, project management, communication, and problem-solving abilities.
• Excellent listening and analytical skills, with a consultative selling approach and high motivation.
• Customer-focused, quick learner and a team player; thinks big but acts small; demands high standards.
• Outstanding written and verbal communication skills for effective presentations.
• Proficiency in English is required; proficiency in Mandarin, Cantonese, or other languages is a plus.
• Based in Melbourne or Sydney, Australia, with experience working in international teams as a remote role.

Preferred Qualifications:

• Related working experience in eCommerce/ FMCG/ Brand Retail / SaaS / Advertising / consulting Industry. 
• Thorough knowledge of the Australian e-commerce ecosystem and local online retail community.
• Overseas working experience or work in an international team with a global timezone.

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.

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.