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.
Postscript is looking for a Principal Customer Success Manager to serve as our subject matter expert and internal champion for email strategy. This is not a traditional CSM role — it sits at the intersection of customer success, enablement, and program development. You'll operate as a strategic overlay across our email book of business while also doing the foundational work of building what a great email customer journey looks like at Postscript.
You'll carry a book of business while simultaneously building the playbooks and enablement materials that will scale what you learn to the broader CSM team. The right person has been a strong CSM, but has also led programs, built assets others use, and influenced strategy beyond their own accounts.
This is a fully remote position that can be based anywhere in the US or Canada.
Primary dutiesOwn the Email Customer Experience
You'll be the primary CSM for our early email merchants — 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.
Build the Email Customer Journey & Playbooks
You'll define what a successful email customer journey looks like at Postscript — from implementation through expansion — and turn that into repeatable, documented motions.
Enable the CS Team
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 email strategy.
Product Feedback & Roadmap Influence
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.
Data & Reporting
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 email use case.
- You've been a strong, customer-facing CSM — ideally focused on email — and you've also built things: playbooks, training materials, onboarding programs, etc.
- You have a strong point of view on what good email strategy looks like for ecommerce brands
- 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
- 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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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.
Skills Required
- 7+ years customer-facing Customer Success Manager experience
- Experience building playbooks, training materials, and onboarding programs
- Multi-channel marketing experience (SMS, email, or beyond)
- Project management mindset and ability to manage complex workstreams
- Experience working in or alongside alpha/beta programs and scaling them
- Strong written and verbal communication across multiple levels and teams
- Comfort with ambiguity and building programs without fully defined processes
- Comfort working with data and owning reporting on a book of business
- Must be based in the US or Canada (fully remote role)
What We Do
When done right, SMS marketing can be game-changing for a brand. Postscript is redefining marketing for ecommerce companies in the Shopify ecosystem. 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. Post Series C, and backed by Greylock, 01A, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization
Why Work With Us
We have five core values, and everything that we do as a company is grounded in those values. We have high employee engagement and are continually looking to provide growth opportunities as we grow and scale. Our values are not only reflected in how we treat our employees, but also our customers!
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