Principal Customer Success Manager

About the Company

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands. Backed by Greylock and Y Combinator, we are a fully remote company on a mission to make SMS a primary revenue-driving channel for ecommerce brands.

Responsibilities

• Serve as a subject matter expert and internal champion for a new product line
• Manage relationships and drive adoption for early merchants on new offerings
• Define the customer journey and build repeatable playbooks and enablement materials
• Partner with the enablement team to upskill the broader CS organization
• Act as the connective tissue between customers and the Product team to influence the roadmap
• Own internal reporting and leverage data-driven insights to help customers optimize use cases

Requirements

• 7+ years of customer-facing CSM experience
• Proven track record of building playbooks, training materials, or onboarding programs
• Multi-channel marketing experience (SMS, email, or similar) is required
• Experience working with or alongside alpha/beta programs
• Strong project management skills and ability to navigate ambiguity
• Excellent written and verbal communication skills

Benefits

• Base salary of $117,000-$141,000 plus variable compensation
• Significant equity
• Fully remote work environment
• Health, dental, and vision insurance
• Flexible paid time off