Principal Customer Success Manager
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Job Description
Principal Customer Success Manager for Postscript, an AI messaging platform. Managing customer relationships and driving adoption for new product offerings in a growing tech startup.
Responsibilities:
- You'll be the primary CSM for our earliest merchants on this new product line — the ones helping us learn what good looks like. That means managing relationships, driving adoption, navigating ambiguity, and feeding what you learn directly into the frameworks others will eventually follow.
- You'll define what a successful customer journey looks like for this offering — from implementation through expansion — and turn that into repeatable, documented motions.
- You'll partner with the enablement team to help build materials, training resources, and internal documentation that upskill the CS org based on your proposed strategy.
- You'll be the connective tissue between the front lines and Product. That means clearly articulating adoption friction, the merchant impact of product gaps, and the downstream effect on retention — with enough specificity to actually influence roadmap prioritization.
- You're comfortable with data and own internal reporting on your book of business. You also leverage data-driven insights directly with customers to help them optimize and expand their use case.
Requirements:
- You've been a strong, customer-facing CSM for 7+ years, and you've also built things: playbooks, training materials, onboarding programs, etc.
- You have a strong point of view on what good customer strategy looks like for ecommerce brands — multi-channel marketing experience (SMS, email, or beyond) is a MUST
- You bring a project management mindset; you can hold a complex workstream together while still being present for customers
- You've worked in or alongside alpha/beta programs and helped them scale
- You communicate clearly (written, verbal) across multiple levels and teams
- You don't need a fully defined path to do great work — you're energized by building in ambiguous environments.
Benefits:
- Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (we do not have geo based salaries)
- High growth startup - plenty of room for you to directly impact the company and grow your career!
- 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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