Senior Customer Success Manager

Key Responsibilities

• 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.
• 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.
• 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.
• 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 to drive productivity and customer outcomes.
• 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 with a growth mindset towards emerging technologies.
• 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 $100,000 to $117,000 base plus variable compensation (20%) and 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.