Principal Customer Success Manager
PostscriptSMS Marketing company
Remote$117,000-$141,000Lead
Y Combinator
Greylock
01 Advisors
Twilio Ventures
Accomplice
Expanding Capital
Sales & Account Management
About the role
TL;DR
Principal CSM to build customer journey and enablement for a new product line.
- •Postscript is seeking a Principal CSM to be a subject matter expert and internal champion for a new product line.
- •This role blends customer success, enablement, and program development, operating strategically across a book of business while building foundational customer journeys.
- •Key Responsibilities Serve as the primary CSM for early adopters of a new product line, managing relationships and driving adoption.
- •Define and document repeatable customer journeys from implementation through expansion for the new offering.
- •Partner with the enablement team to create training materials and internal documentation for the CS org.
- •Act as a liaison between the customer-facing teams and Product to influence roadmap prioritization.
- •Requirements 7+ years as a strong customer-facing CSM with experience building playbooks, training materials, or onboarding programs.
- •Strong point of view on customer strategy for e-commerce brands, with multi-channel marketing experience (SMS, email, or beyond) being a MUST.
- •Project management mindset to manage complex workstreams while supporting customers.
- •Experience working in or alongside alpha/beta programs and helping them scale.
- •Clear communication skills across multiple levels and teams.
- •Ability to thrive and build in ambiguous environments without a fully defined path.
Required skills
Customer SuccessProgram ManagementProduct ManagementAccount ManagementProject ManagementCustomer OnboardingImplementation ManagementSalesforceHubSpotCRM
Domain expertise
ecommercemartech
Benefits & perks
variable compensation, equity, work from home, flexible paid time off, health insurance, dental insurance, vision insurance
Tech stack
PythonJavaScriptSQLNode.jsReactAWSGoogle CloudAzureDockerKubernetesCI/CDGitLinuxJiraConfluenceFigmaPostmanREST APISlackNotionAirtableExcelGoogle AnalyticsGA4Looker StudioWorkdayGreenhouseLeverMarketoProduct Management
