Manager, Customer Success

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. 

Postscript Description

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. 

Job Description

As a Manager of Customer Success (Mid-Market), you will lead and coach a team of Mid-Market CSMs focused on adoption, retention, and expansion. You will ensure that your team is engaged, empowered, and hitting or exceeding goals. As a Manager on the team, you will be responsible for coaching and developing talent, as well as helping to define the customer journey within the Mid-Market space. You’ll work collaboratively with other GTM leaders to build processes that ensure an amazing experience for our customers, while driving positive business outcomes. All positions at Postscript are fully remote.

Primary duties

• Build and lead a highly engaged, high performing Mid-Market team that regularly exercises good judgment and decision quality. Foster a strong sense of accountability to customers and each other.
• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions.
• Develop and implement effective, repeatable processes and playbooks for your team, including a 1:Many service motion that aligns to our Customer First company value.
• Design proactive strategies that help our customers receive the highest ROI from our products. Drive strong net dollar retention.  
• Enable team members to adeptly handle all critical customer touch points, including upgrades, downgrades, escalations, and renewals. 
• Develop and implement regular reporting cadence on CS metrics and team performance. 
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Identify opportunities to continuously improve the Customer Journey, including both internal processes and product enhancements.
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce …