Senior Customer Success Manager - Postscript

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch. Backed by Greylock and Y Combinator, we've been fully remote since 2018.

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 is a fully remote position and can be based in the US or Canada.

Key Responsibilities

Customer Success & Relationship Management

• Cultivate strong, trusted relationships with your assigned portfolio of enterprise customers.
• Drive adoption of new and existing Postscript product features, ensuring customers realize value from ongoing product innovation.
• 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.

Operational & Industry Expertise

• Leverage AI tools and internal systems to streamline workflows, increase efficiency, and enhance the quality and consistency of customer interactions.
• 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, including working with or quickly adopting AI-powered tools.
• Proven understanding of e-commerce businesses, marketing strategies, and industry trends.
• Driven by curiosity and passion for empowering customers to succeed.
• Excellent problem-solving skills, with high reliability and outstanding follow-through.
• Proactive, autonomous, and adaptable early-stage environment mindset.
• Outstanding written and verbal communication skills.

What You'll Love About Us

• Salary range of USD $100,000 to $117,000 base plus variable compensation (20%) and equity.
• High-growth startup environment with opportunities for career impact.
• Fully remote work culture across the US and Canada.
• Flexible paid time off.
• Comprehensive health, dental, and vision insurance.