Principal Customer Success Manager, Email

About the role

You will serve as the strategic architect of the email customer experience for Postscript's earliest and most strategic email merchants. This role owns the end-to-end success of a focused book of business, acting as the primary relationship leader for key accounts while simultaneously defining what great email engagement looks like across the platform. You are responsible for discovering, documenting, and scaling the playbook for email success, turning qualitative merchant feedback into actionable product insights and quantitative outcomes. The position requires a rare blend of hands-on account management and systemic thinking, building reusable assets that empower the broader customer success organization. You will influence product direction by articulating the merchant journey and proving the impact of email as a revenue-driving channel. Ultimately, you will be the internal champion who ensures our email strategy delivers measurable value and reinforces Postscript's position as a leader in AI-powered commerce messaging.

Key facts

What you'll do

• Assume ownership of the email customer experience for a designated portfolio of early adopter merchants, managing relationships and driving strategic adoption.
• Define and document the end-to-end email customer journey at Postscript, establishing best practices and repeatable implementation playbooks.
• Partner closely with the enablement team to develop training materials, internal documentation, and educational resources that scale email expertise across the CS organization.
• Act as the primary subject matter expert on email strategy, translating merchant needs and pain points into clear product feedback and roadmap recommendations.
• Lead complex, cross-functional workstreams that align product, marketing, and customer success around the shared goal of email excellence.
• Leverage data and analytics to report on the health and growth of your book of business, identifying expansion opportunities and risk indicators.
• Use data-driven insights to coach and guide customers in optimizing their email campaigns, flows, and overall lifecycle strategy.
• Build and maintain strong relationships with key stakeholders, acting as a trusted advisor who influences strategy beyond your direct accounts.
• Participate actively in alpha and beta programs, helping to test new features and processes that can be standardized for the broader customer base.
• Communicate clearly and persuasively with multiple levels of an organization, from frontline teams to executive leadership, ensuring alignment on goals and outcomes.
• Develop frameworks and templates that capture learnings from your work and make them accessible and actionable for other CSMs.
• Balance hands-on account management with strategic thinking, ensuring that immediate customer needs are met while building long-term capability.
• Maintain a project management mindset, coordinating timelines, dependencies, and stakeholders to ensure smooth execution of email initiatives.
• Contribute to the creation of internal playbooks that define what success looks like for email merchants at every stage of their journey.
• Act as the connective tissue between customers and internal teams, ensuring that feedback is synthesized into clear, actionable input for product and engineering.

Requirements

You must have a proven track record as a strong customer success manager, with experience ideally focused on email marketing or related direct-to-consumer channels. You should have a history of building and scaling programs, including the creation of playbooks, training materials, and onboarding resources that have been adopted by others. A background in project management is essential, as you will be responsible for holding complex workstreams together while maintaining clarity and momentum. You must be comfortable working in ambiguous environments where processes are not fully defined and where you are expected to build the path as you walk. Excellent written and verbal communication skills are required, with the ability to convey complex ideas clearly to diverse audiences across multiple organizational levels. You should have experience working in or helping to scale alpha or beta programs, demonstrating an ability to provide constructive feedback and drive iterative improvements. You must be data-literate, comfortable using insights to both inform your own decision-making and to coach customers on optimizing their strategies. You need to be highly proactive, self-motivated, and capable of defining success criteria and ownership where it has not yet been established. Strong attention to detail and the ability to manage multiple priorities without sacrificing quality or customer relationships are required.

Practical notes

This is a fully remote position that can be based anywhere in the US or Canada. The role involves a salary range, variable compensation, and significant equity as part of the total compensation package. No specific travel requirements or visa sponsorship details are outlined in the source material. The position is full-time and involves a high-growth startup environment with flexible paid time off and comprehensive health benefits.