Senior Customer Success Manager

About the role

Postscript seeks a Senior Enterprise Customer Success Manager to act as a trusted advisor for its largest, high-growth customers. In this role, you will drive strategic initiatives that ensure clients derive maximum value from the AI-powered SMS platform. You will own the end-to-end success of key accounts, building deep relationships and serving as a primary point of contact for strategic guidance. This position requires a proactive partner who is passionate about marketing innovation and operational excellence. The focus is on fostering growth and retention while aligning customer outcomes with Postscript's company objectives.

What you'll do

• Orchestrate strategic account plans for enterprise customers to drive adoption and retention goals.
• Analyze complex usage data to identify growth opportunities and champion expansion initiatives.
• Facilitate executive-level strategy sessions that align Postscript solutions with evolving business objectives.
• Synthesize customer feedback to inform product enhancements and influence the Postscript product roadmap.
• Mentor junior team members on best practices for customer engagement and relationship building.
• Coordinate cross-functional workflows to ensure timely resolution of escalations and technical inquiries.
• Leverage AI tools to automate routine tasks and elevate the quality of customer communications.
• Monitor competitive landscape dynamics to identify risks and opportunities within key accounts.
• Develop compelling success stories and case studies that highlight customer achievements and ROI.
• Collaborate with Finance to forecast revenue and manage renewal strategies for portfolio health.
• Partner with Sales to identify and qualify upsell opportunities within existing customer organizations.
• Champion a culture of continuous improvement by documenting and sharing scalable customer success frameworks.

Requirements

• Hold a Bachelor's degree or equivalent practical experience in a relevant field.
• Possess 4+ years of customer success or account management experience in SaaS, marketing, or e-commerce technology.
• Bring 1+ years of sales experience, such as Account Management, to demonstrate revenue ownership.
• Exhibit strong technical aptitude for navigating complex software platforms and AI-powered productivity tools.
• Show proven understanding of e-commerce business models, marketing strategies, and industry-specific trends.
• Maintain outstanding problem-solving skills with high reliability and meticulous follow-through on commitments.
• Operate as a proactive and autonomous professional comfortable in fast-paced, early-stage environments.
• Communicate with outstanding written and verbal skills to build rapport and conduct insightful discovery discussions.
• Embrace open feedback and demonstrate eagerness to continuously learn and refine professional skills.
• Thrive in a fully remote setting by maintaining strong self-direction and time management practices.

What We'll Love About You

• 4+ years of customer success or account management experience in SaaS, marketing, or e-commerce technology.
• 1+ years of sales experience (e.g., Account Management) preferred.
• Strong technical aptitude and ability to navigate complex tools or workflows, including working with or quickly adopting AI-powered tools to drive productivity and customer outcomes.
• Proven understanding of e-commerce businesses, marketing strategies, and industry trends (e-commerce experience strongly preferred).
• Driven by curiosity and passion for empowering customers to succeed, with a knack for tackling challenges and simplifying complex problems.
• Excellent problem-solving skills, with high reliability and outstanding follow-through.
• Proactive, autonomous, and adaptable. Comfortable working in a fast-paced, early-stage environment with a growth mindset towards emerging technologies.
• Outstanding written and verbal communication skills, with a talent for building strong rapport and uncovering insights through thoughtful discovery questions.
• Open to feedback and eager to continuously learn and improve.

About Postscript

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands - including Brooklinen, Ruggable, True Classic, and Dr. Squatch. With a mission to make SMS your number one revenue driving channel, we built the best-in-class SMS marketing platform and launched revenue-driving AI features not available on any other platform. And we're just getting started. Backed by Greylock and Y Combinator, fully remote since 2018.

Practical notes

This position is full-time and remote, allowing for flexibility based on US or Canadian time zones. The role requires consistent availability during standard business hours to align with customer and team meetings. No travel is required; however, candidates must have a reliable internet connection and a suitable workspace. The posting remains open until the position is filled, and early applications are encouraged to facilitate a streamlined review process.