Senior Customer Success Manager

Job description

Trusted by more than 18,000 Shopify and Shopify Plus stores—like Brooklinen, Ruggable, True Classic and Dr. Squatch—Postscript gives ecommerce brands the tools they need to run a world-class SMS marketing program.

We’re on a mission to make SMS the number-one revenue channel for ecommerce merchants by delivering an easy-to-use platform where they can grow their subscriber list, develop and test their messaging strategy, deliver excellent customer service, and drive sales and loyalty—all in one place. We believe SMS is the most important marketing and sales channel of the decade, and that vision drives everything we do.

Postscript was founded in 2018 as a 100% remote organization. With more than 250 employees (and counting!), we’re backed by Greylock, Y Combinator, and other top investors.

As a Senior Enterprise Customer Success Manager at Postscript, you will drive success for our largest, high-growth customers by ensuring they achieve maximum value from our platform. Acting as a trusted advisor, you’ll immerse yourself in their businesses, deeply understand their goals, and provide strategic guidance to fuel their growth. This role is ideal for someone passionate about building relationships, shaping creative marketing strategies, and delivering exceptional customer experiences.

You’ll collaborate cross-functionally with internal teams, including Sales, Product, and Support, to share customer insights and help improve Postscript’s offerings. By enabling our customers to succeed, you’ll play a direct role in driving company growth and innovation.

This is a fully remote position.

Key Responsibilities

Customer Success & Relationship Management

• Cultivate strong, trusted relationships with your assigned portfolio of enterprise customers.
• Act as a strategic advisor, ensuring customers achieve their goals and realize measurable ROI.
• Develop tailored strategies to ensure customer growth and retention, meeting performance targets.

Marketing Strategy & Consultation

• Lead impactful strategy sessions to share best practices, identify opportunities, and implement innovative SMS marketing strategies.
• Provide creative and data-driven recommendations to maximize customer engagement and growth.

Cross-Functional Collaboration

• Partner with the broader account team to identify and execute upsell and renewal opportunities.
• Collaborate with Product and Support teams to address technical issues and deliver seamless solutions.

Industry Expertise

• Stay ahead of emerging e-commerce and marketing trends, and proactively share insights with customers and the Postscript team.
• Maintain expert-level knowledge of Postscript’s product and the broader e-commerce landscape.

What We’ll Love About You

• 4+ years of customer success or account management experience in SaaS, marketing, or e-commerce technology.
• 1+ years of sales experience (e.g., Account Management) preferred.
• Strong technical aptitude and ability to navigate complex tools or workflows.
• Proven understanding of e-commerce businesses, marketing strategies, and industry trends (e-commerce experience strongly preferred).
• Driven by curiosity and passion for empowering customers to succeed, with a knack for tackling challenges and simplifying complex problems.
• Excellent problem-solving skills, with high reliability and outstanding follow-through.
• Proactive, autonomous, and adaptable. Comfortable working in a fast-paced, early-stage environment.
• Outstanding written and verbal communication skills, with a talent for building strong rapport and uncovering insights through thoughtful discovery questions.
• Open to feedback and eager to continuously learn and improve.

What You’ll Love About Us

• Salary range of USD $103,000 to $116,000 base plus variable compensation and significant equity regardless of location.
• High-growth startup environment with opportunities to make a meaningful impact and grow your career.
• Fully remote work culture – work from anywhere.
• Fun, collaborative team passionate about e-commerce and innovation
• Flexible paid time off to recharge and prioritize your well-being.
• Comprehensive health, dental, vision insurance.

What to expect from our hiring process :

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript.
• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position.
• Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.
• Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you’ve solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!
• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!
• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.
• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.