layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Senior Enterprise Customer Success Manager at AfterShip | LAYIQ

Own the end-to-end success of a portfolio of AfterShip's most strategic accounts, carrying direct responsibility for Net Dollar Retention, minimize churn and expansion targets.
Lead commercial negotiations for renewals, upgrades, and multi-year agreements, partnering with Sales and leadership to structure deals that protect revenue and deepen the partnership.
Build and execute proactive renewal strategies well ahead of contract dates, identifying risk early and mobilizing internal resources to defend and grow accounts, including in competitive situations.
Develop multi-threaded stakeholder maps across your accounts, cultivating champions and building trusted relationships with economic buyers and executive sponsors.
Prepare and present executive-level business reviews (QBRs/EBRs) that connect AfterShip's impact to the customer's business outcomes, using account performance metrics, industry insights, and ROI narratives to influence decision-makers and surface incremental opportunities.
Act as the strategic voice of your customers internally, working cross-functionally with Sales, Support, Product, and Engineering across time zones to remove blockers and shape the product roadmap.
Lead onboarding for new strategic clients in close collaboration with implementation counterparts, ensuring time-to-value is fast and measurable.
Mentor and raise the bar for the broader CSM team, sharing best practices on commercial conversations, executive engagement, and business review craft.
Be willing to travel for onsite client meetings, executive sessions, and trade events (up to 20%).
Who We're Looking For: 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS, preferably in eCommerce, with a track record of managing strategic or enterprise-tier accounts.
Proven expertise in commercial negotiations and renewals, including navigating procurement, structuring pricing conversations, and defending revenue in competitive situations.
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, with experience building relationships and influencing at the VP and C-suite level.
A strong storyteller who can build and deliver business reviews that land with executives, translating data into a clear narrative about value, ROI, and opportunity.
Ability to understand and explain technical solutions in business terms to both clients and internal stakeholders.
Comfortable managing complex, multi-stakeholder accounts with competing priorities, and skilled at prioritization in a growth-paced environment.
Excellent written and verbal communication and presentation skills.
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.

Senior Enterprise Customer Success Manager

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