About Us
AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Our mission is to empower retailers to create the world’s best online shopping experiences, from post-purchase and beyond.
We’ve powered more than 8 billion shipments for over 20,000 leading brands including Samsung, Gymshark, Mejuri, and TOMS. Our AI-driven post-purchase solutions span shipment tracking, returns management, personalized product discovery, and delivery predictions with industry-leading accuracy.
Backed by a $66M Series B and over a decade of innovation, we’re accelerating growth and defining the future of the post-purchase experience. With 450+ team members across the globe, we’re building a diverse, collaborative culture that encourages agility, ownership, and impact.
Your Mission:
We are looking for a Revenue Operations Manager with a strong Customer Success focus who will partner closely with our CS organization to establish, track, and report KPI’s, reduce churn, accelerate adoption, and drive expansion opportunities. This role blends CRM mastery with deep CS platform expertise to give our teams clear visibility and best practices into customer health, retention, and growth drivers.
You’ll own the systems and processes that connect HubSpot, Planhat, and BI tools into a single source of truth. Success in this role means building scalable workflows, surfacing actionable product usage insights, and enabling CS teams with the data and playbooks they need to deliver world-class customer experiences.
Reporting into the Senior Manager of Revenue Operations, this individual contributor role is part of AfterShip’s global RevOps team. Flexibility is key - as occasional meetings with cross-regional teams outside typical business hours can be expected, with advance notice provided.
What You’ll Do:
- Own Planhat: Serve as the primary administrator for Planhat, configuring health scores, dashboards, playbooks, and automations that enable proactive CS engagement.
- Optimize HubSpot for CS: Maintain and refine HubSpot workflows, renewal pipelines, and lifecycle stages to align with CS processes and integrate seamlessly with Planhat.
- Deliver Product Usage Insights: Build reporting that highlights adoption, feature utilization, and usage gaps; surface insights that drive renewal strategy and expansion plays.
- Forecast Renewals & Expansion: Combine HubSpot and Planhat data to manage renewal forecasting, churn analysis, and upsell/cross-sell visibility for CS leadership.
- Streamline CS Processes: Identify inefficiencies across onboarding, QBRs, renewals, and escalations; implement automation and best practices to improve CS productivity.
- Enforce Data Governance: Ensure high data quality in both HubSpot and Planhat, maintaining accuracy for contract values, renewal dates, segmentation, and usage metrics.
- Build Playbooks: Create documented, repeatable workflows for adoption campaigns, renewal preparation, and risk mitigation, embedded directly in Planhat and HubSpot.
- Enable the Team: Train CSMs and managers on dashboards, workflows, and insights; ensure tools are easy to use and drive measurable outcomes.
- Partner Cross-Functionally: Collaborate with Sales, Finance, and Product teams to align handoffs, identify expansion opportunities, and close the loop on customer feedback.
Who We're Looking For:
- 3+ years in Revenue Ops, CS Ops, or related analytics/ops role in B2B SaaS
- Hands-on experience with HubSpot and/or Planhat, including admin-level configuration, workflows, and reporting
- Deep understanding of CS processes (onboarding, adoption, renewals, QBRs, churn mitigation, expansion)
- Proven ability to translate product usage and adoption data into actionable insights
- Skilled in forecasting renewals, monitoring churn, and tracking expansion opportunities
- Strong process optimization and workflow automation experience
- Knowledge of data governance and maintaining high-quality, reliable data
- Excellent communicator, able to simplify complex data for CS teams and leadership
- Collaborative, analytical, detail-oriented, and adaptable in a fast-moving global environment
Soft Skills:
- Customer-first mindset with high ownership
- Effective at influencing without authority
- Organized, analytical, and insight-driven
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:
- Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
- Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals.
- Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow.
- Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company.
- Flexible Work Setup: 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.
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.
