Principal Customer Success Manager at Postscript
Worldwide
$117k - $141k
<div class="content-intro"><p>Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch. </p> <p>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. And we're just getting started. </p> <p>Backed by Greylock and Y Combinator, fully remote since 2018.</p></div><p>Postscript is looking for a <strong>Principal CSM</strong> to serve as our subject matter expert and internal champion for one of our newest product lines. 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 a focused book of business while also doing the foundational work of building what a great customer journey looks like for this new offering.</p> <p>This is a fully remote position that can be based in the US or Canada.</p> <p>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.</p> <p><strong>Own the Customer Experience for a New Offering</strong><br> 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.</p> <p><strong>Build the Customer Journey & Playbooks</strong><br> You'll define what a successful customer journey looks like for this offering — from implementation through expansion — and turn that into repeatable, documented motions.</p> <p><strong>Enable the CS Team</strong><br> 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.</p> <p><strong>Product Feedback & Roadmap Influence</strong><br> 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.</p> <p><strong>Data & Reporting</strong><br> 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.</p> <p><strong>What We'll Love About You</strong></p> <ul> <li>You've been a strong, customer-facing CSM for 7+ years, and you've also built things: playbooks, training materials, onboarding programs, etc.</li> <li>You have a strong point of view on what good customer strategy looks like for ecommerce brands — <strong>multi-channel marketing experience (SMS, email, or beyond) is a MUST</strong></li> <li>You bring a project management mindset; you can hold a complex workstream together while still being present for customers</li> <li>You've worked in or alongside alpha/beta programs and helped them scale</li> <li>You communicate clearly (written, verbal) across multiple levels and teams</li> <li>You don't need a fully defined path to do great work — you're energized by building in ambiguous environments</li> </ul> <p><strong>What You’ll Love About Us</strong></p> <ul> <li>Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (we do not have geo based salaries)</li> <li>High growth startup - plenty of room for you to directly impact the company and grow your career!</li> <li>Work from home (or wherever)</li> <li>Fun - We’re passionate and enjoy what we do</li> <li>Competitive compensation and opportunity for equity</li> <li>Flexible paid time off</li> <li>Health, dental, vision insurance</li> </ul> <p> </p><div class="content-conclusion"><p><em>For information about how we use your personal data, please see our U.S. Job Applicant <a class="c-link" href="https://postscript.io/job-applicant-privacy-notice" target="_blank" data-stringify-link="https://postscript.io/job-applicant-privacy-notice" data-sk="tooltip_parent">Privacy Notice</a></em></p> <p><em>You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.</em></p></div>
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