Senior Manager, Post Sales Strategy & Operations

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. 

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations.

In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with CS Leadership. Your expertise will be pivotal in influencing Postscript’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

This role is 100% remote

Primary duties

• Develop and execute large, complex projects to enhance the end-to-end customer success journey, ensuring a seamless and positive experience for our customers 
• Collaborate and execute cross-functionally with Sales, Product, Marketing, Finance, Support and other departments and teams to align customer success objectives with our overall company goals 
• Implement scalable processes and maintain customer success systems/software to enhance operational efficiency, leveraging industry best practices and innovative technologies, ensuring consistent execution and continuous improvement 
• Track, analyze, and report on relevant Key Performance Indicators (KPIs) and metrics, including renewals and upsell forecasts, to measure the success and impact of customer success initiatives; provide regular updates to stakeholders, highlighting achievements and areas for improvement 
• Deliver Customer Success programs to impact key metrics, including: Net Dollar Retention (NDR), Gross Dollar Retention (GDR), Customer Lifetime Value (CLV), Renewal and Expansion Rate
• Leveraging qualitative and quantitative insights, analyze and monitor performance against goals to provide transparency to stakeholders and influence both product roadmaps and go-to-market plans
• Consistently and proactively communicate, enable, and govern existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)
• Stay on top of Customer Success Operations’ industry trends, emerging technologies, and best practices, and apply this knowledge to enhance our Customer Success function at Postscript.

What We’ll Love About You

• 5+ years of experience in customer success operations in the …