Principal Customer Success Manager, Email - Postscript

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch. With a mission to make SMS your number one revenue driving channel, we built the best-in-class SMS marketing platform and launched revenue-driving AI features not available on any other platform. Backed by Greylock and Y Combinator, we have been fully remote since 2018.

Postscript is looking for a Principal Customer Success Manager to serve as our subject matter expert and internal champion for email strategy. This is not a traditional CSM role — it sits at the intersection of customer success, enablement, and program development. You'll operate as a strategic overlay across our email book of business while also doing the foundational work of building what a great email customer journey looks like at Postscript.

You'll carry a book of business while simultaneously building the playbooks and enablement materials that will scale what you learn to the broader CSM team. The right person has been a strong CSM, but has also led programs, built assets others use, and influenced strategy beyond their own accounts.

This is a fully remote position that can be based anywhere in the US or Canada.

Primary Duties

• Own the Email Customer Experience: You'll be the primary CSM for our early email merchants — helping us learn what good looks like by managing relationships, driving adoption, navigating ambiguity, and feeding insights into frameworks for others to follow.
• Build the Email Customer Journey & Playbooks: Define what a successful email customer journey looks like from implementation through expansion and turn it into repeatable, documented motions.
• Enable the CS Team: Partner with the enablement team to build materials, training resources, and internal documentation that upskill the CS organization based on your email strategy.
• Product Feedback & Roadmap Influence: Act as connective tissue between the front lines and Product, articulating adoption friction, merchant impact of product gaps, and downstream retention effects to influence roadmap prioritization.
• Data & Reporting: Own internal reporting on your book of business and leverage data-driven insights directly with customers to optimize and expand their email use case.

What We'll Love About You

• You've been a strong, customer-facing CSM — ideally focused on email — and you've also built playbooks, training materials, onboarding programs, and other operational assets.
• You have a strong point of view on what good email strategy looks like for ecommerce brands.
• You bring a project management mindset to hold complex workstreams together while staying 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 and are energized by building in ambiguous environments.

What You'll Love About Us

• Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (no geo-based salaries)
• High growth startup with plenty of room to directly impact the company and grow your career
• Work from home (or wherever you choose)
• Fun, passionate team that enjoys what they do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, and vision insurance