Customer Success Enablement Manager

About Us

AfterShip, a Great Place to Work Certified company, is an automation platform that empowers eCommerce retailers to create and manage the world’s best online shopping experiences. Powering the tracking of over 4.4 billion order shipments for 17,000 eCommerce retailers like Etsy, Harry’s, and Kylie Cosmetics, AfterShip is a pioneer in post-purchase solutions and eCommerce AI. We deliver innovative, industry-leading SaaS solutions, including email automation, SMS marketing, smart product recommendation, shipment tracking, returns management, AI-predictive delivery estimates, and so on.

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:

Our team is growing and we are currently looking for a Customer Success Enablement Manager to partner with our Customer Success Manager (CSM) organization. In this role, you are responsible for creating and implementing enablement programs and initiatives to support our CSMs in effectively managing and growing our customer relationships.

As a strategic partner to many cross-functional teams around the company, you will act as the voice and representative of the CSM team as your end customer. Your objective is to create an exceptional and equitable learning experience that empowers our CSMs to achieve their full potential, ensuring their success and fostering their growth. In order to succeed, you will bring a strong point of view on applying customer service methodologies, a book of business management, and skill development that results in better usage, retention, and ultimately customer success. Please note that at times your scope will change as required.

How you will make a difference:

• Develop and execute a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs, including designing and delivering training programs.
• Partner with internal teams to optimize processes and product enablement.
• Support global rollout of programs beyond Customer Success Org, involving Sales and Solution Architects and other cross-functional teams across NA, APAC, and EMEA.
• Collaborate closely with senior leadership to develop enablement initiatives tailored to address critical gaps identified across the knowledge, skills, and processes of our global CSMs.
• Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp.
• Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs.
• Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth.
• Act as a subject matter expert on customer success best practices, industry trends, and emerging technologies relevant to customer success and incorporate them into the enablement programs.
• Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management.
• Impact the CS organization globally and have the opportunity to travel.

Who we are looking for:

• Minimum Bachelor degree in a business-related field.
• 3+ years leading end-to-end enablement programs for Customer Success or Sales roles.
• Previous experience in Customer Success/Sales is a plus.
• Proven experience in a Customer Success role in a SaaS organization, with a strong understanding of customer success principles and best practices.
• Strategic mindset with the ability to align enablement initiatives with broader organizational objectives.
• Excellent communication, presentation, and coordination skills, strong self-motivation and pressure resistance, ability to handle multi-task concurrency and complex business scenarios, strong business influence, and adapt to the working atmosphere of a growing enterprise.
• Self-starter with a can-do approach.
• Proven experience in project managing GTM enablement programs such as new product launch or methodology launch.
• Proven experience using Gong, Tableau, Hubspot, Notion, Planhat, Google Platform, as well as LMS/CMS systems.
• Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement.
• Experience designing and delivering complex training programs that educate customer success team members on delivering value to their customers.
• Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives.
• Experience collaborating with marketing and product teams to create value messaging and product positioning for CSMs to use effectively in customer conversations.
• Experience in working in multinational companies (preferably SaaS).
• Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods.
• Consistent record of impacting revenue outcomes through enablement, based on documented success metrics.
• Ability to communicate fluently in English.
• You are based in the US or Canada (hybrid model).

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 a certified Great Place To Work, which recognizes AfterShip’s commitment to its core values and an inclusive workplace culture. 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.

Perks:

• Competitive compensation.
• Remote-first/hybrid-flexible work setups.
• Healthcare coverage offered from day 1.
• Retirement Plans including company match.
• Annual learning & wellness benefit.
• Monthly book perk.
• Career progression & professional development.
• 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.