Customer Success Manager

Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Greylock, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization. 

As a Customer Success Manager on our Mid-Market team, you will work with our mid-sized, high-growth customers to ensure they are successful and gain maximum value out of Postscript’s product offering. You will do this by immersing yourself in the customers’ business, deeply understanding their goals, and ultimately building strong customer relationships. You’ll help them develop creative marketing strategies and share best practices that help drive their growth. Further, you will work closely with the broader Customer Success team to share customer insights and ensure that Postscript continually improves in order to better serve your customer base. 

This position is fully remote.

Primary duties

• Build strong relationships and brand loyalty with your assigned customers. Effectively position yourself as your customers’ trusted advisor and SMS marketing expert, ensuring continued growth with Postscript in line with performance targets.
• Effectively manage a book of 40-50 customers, identifying and prioritizing growth opportunities while delivering a consistent customer experience to all. 
• Work alongside our Account Executive Team to increase account growth through product upsells. Independently manage the renewal process for your book of business. 
• Continually expand your knowledge of your customer’s marketing, technology, and general business needs.
• Run insightful and productive strategy sessions with your customers. Actively track, support, and guide customer’s marketing efforts, positioning SMS as a key revenue channel aligned to their major initiatives. 
• Share industry best practices, strategize on new marketing strategies, and develop innovative, creative marketing ideas for SMS specifically.
• Triage technical issues with the customer and the Postscript support team.
• Maintain an expert level understanding of the Postscript product and keep up with broader e-commerce & marketing trends.

What We’ll Love About You

• 2+ years of customer management experience, in SaaS marketing or ecommerce technology 
• 1+ years of experience in a sales role, including Account Management, preferred
• Experience with technical products and/or demonstrated technical aptitude
• Demonstrate an understanding of e-commerce businesses, including emerging marketing trends and e-commerce trends. Ecommerce experience is an asset.
• Passion for helping customers and being a teacher 
• Good with details and processes; willing to iterate quickly as needed
• Proactive problem solver. High reliability and prompt follow-through
• Comfort with ambiguity  and not afraid to fail or make mistakes (early stage startup experience strongly preferred)
• Ability to make any customer smile and deliver a great experience
• Receptive to feedback; prioritizes a growth mindset
• Remote work experience desired

What You’ll Love About Us

• Salary range of USD $85,000 to $95,000 base plus variable compensation and significant equity regardless of location
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote culture - work from home (or wherever!)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.