Program Manager, Digital 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. 

As a Program Manager, Digital CS you will play a critical role in ensuring our SMB customers receive industry-leading strategic support through predominantly digital and automated motions. You will optimize and expand a Digital CS program that helps customers leverage best practices to achieve their marketing and revenue goals. This individual will be highly autonomous and have strong communication skills, working cross-functionally to support the entire Digital CS book of business and program. You will partner closely with the broader marketing, operations, and sales teams to deliver optimal solutions for customers. 

You will focus on driving product adoption and minimizing churn through scalable, tech-driven touchpoints in line with best practices. Strong data-analysis will help you optimize your playbooks and content to ensure the Digital CS program drives strong business outcomes such as Net Dollar Retention (NDR). 

Primary duties

• Autonomously manage our Digital CS program. Deliver industry-leading customer support while driving strong business outcomes.
• Develop and implement effective, repeatable playbooks to drive product adoption and reduce churn through digital interactions.
• Analyze data to identify trends and make data-driven decisions to improve customer outcomes.
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Work closely with the Postscript support team to triage technical questions, adding to our library of self-service resources as needed.
• Serve as a liaison between Customer Success and Marketing by sharing content in an impactful way to improve customer experience and results.
• Utilize a proactive approach to identifying and resolving issues; proactively communicate with internal stakeholders to align on new opportunities or mitigate risks.
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge.

What We’ll Love About You

• 4+ years of customer management experience, in SaaS marketing or ecommerce technology
• Experience managing customers at scale (300+ logos)
• 1+ years of experience in a customer lifecycle marketing role, preferred
• Strong systems experience (e.g. Outreach, …