Senior Customer Success Manager, Fondue

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 Senior Customer Success Manager, Fondue you will work with our largest Fondue customers to ensure they are successful and gain maximum value out of Fondue’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 develop creative strategies and share valued best practices. By functioning as a true business partner, you will build high trust relationships. Strong data-analysis in combination with storytelling will help you drive customer value in-line with merchant goals. You will have high autonomy and manage a revenue-based metric with a fast-paced environment.

In addition to directly supporting this book of business, you will be responsible for building playbooks focused on driving additional Fondue adoption across the broader Postscript SMS Marketing book of business. You will focus on translating these best practices into playbooks focused on increased adoption and churn mitigation and help roll them out across the broader CSM team. This individual will work cross-departmentally, partnering closely with the broader Fondue support team to build and implement these playbooks. This role is fully remote.

Primary duties

• Build strong relationships and brand loyalty with our customers. Develop excellent advisory relationships with your assigned group of merchants and ensure their continued growth is in line with performance targets.
• Run best-in-class strategy sessions with your customers. Share best practices, strategize on new strategies, and develop innovative, creative marketing ideas for Fondue
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Triage technical issues with the customer and the Postscript support team 
• Develop and implement effective, repeatable processes and playbooks for ongoing Fondue support, focused on expansion and churn mitigation. Enable the broader Postscript Customer Success team on these playbooks.
• Identify opportunities to continuously improve the Fondue Customer Journey, including both internal processes and product enhancements.
• Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks.
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