Principal Customer Success Manager

🕒 July 30

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $117k - $141k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Postscript

WebsiteLinkedInAll Job Openings

201 - 500 employees

📣 Marketing

🤝 B2B

🏢 Enterprise

Marketing • B2B • Enterprise

Postscript is a leading SMS marketing platform focused on helping brands grow their audience, create personalized messaging, and drive revenue through SMS communication. With powerful AI features for message optimization and brand insights, Postscript provides tools for creating, sending, and managing SMS campaigns effectively. The platform includes compliance features to ensure adherence to SMS laws, innovative solutions like CashBack for boosting margins, and expert guidance through Postscript Plus to optimize SMS strategies. Postscript stands out for its ability to seamlessly integrate with other customer service and marketing platforms, ensuring a comprehensive approach to customer engagement and retention.

📋 Description

• You'll be the primary CSM for our earliest merchants on this new product line — the ones helping us learn what good looks like. That means managing relationships, driving adoption, navigating ambiguity, and feeding what you learn directly into the frameworks others will eventually follow. • You'll define what a successful customer journey looks like for this offering — from implementation through expansion — and turn that into repeatable, documented motions. • You'll partner with the enablement team to help build materials, training resources, and internal documentation that upskill the CS org based on your proposed strategy. • You'll be the connective tissue between the front lines and Product. That means clearly articulating adoption friction, the merchant impact of product gaps, and the downstream effect on retention — with enough specificity to actually influence roadmap prioritization. • You're comfortable with data and own internal reporting on your book of business. You also leverage data-driven insights directly with customers to help them optimize and expand their use case.

🎯 Requirements

• You've been a strong, customer-facing CSM for 7+ years, and you've also built things: playbooks, training materials, onboarding programs, etc. • You have a strong point of view on what good customer strategy looks like for ecommerce brands — multi-channel marketing experience (SMS, email, or beyond) is a MUST • You bring a project management mindset; you can hold a complex workstream together while still being present for customers • You've worked in or alongside alpha/beta programs and helped them scale • You communicate clearly (written, verbal) across multiple levels and teams • You don't need a fully defined path to do great work — you're energized by building in ambiguous environments.

🏖️ Benefits

• Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (we do not have geo based salaries) • High growth startup - plenty of room for you to directly impact the company and grow your career! • Work from home (or wherever) • Fun - We’re passionate and enjoy what we do • Competitive compensation and opportunity for equity • Flexible paid time off • Health, dental, vision insurance