As a Manager of Customer Success, you will lead and coach a team of Customer Success Managers. You will ensure that your team is engaged, empowered and consistently aiming for excellence. As a Manager on the team, you will help develop our customer success vision and strategy. You’ll work cross-functionally with other key leaders to define our full customer lifecycle and create a seamless and amazing experience for our customers.

All positions at Postscript are fully remote in North America.

Primary duties

• Build and lead a highly engaged, high performing team that regularly exercises good judgment and decision quality. Foster a strong sense of accountability to customers and each other
• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions
• Develop and implement effective, repeatable processes and playbooks for your team. 
• Enable team members to adeptly handle all critical customer touch points, including upgrades, downgrades, escalations, usage and adoption. 
• Develop and implement regular reporting cadence on CS metrics and team performance. 
• Create effective CS programs that directly impact company goals, such as expansion revenue targets. Design creative and new ways to engage customers and fuel growth
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Strategize with customers on marketing strategies to drive growth. Build strong relationships and brand loyalty with our customers 
• Identify opportunities to continuously improve the Customer Journey, including both internal processes and product enhancements
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge

Requirements

•  1-3 years experience leading a high-performing CS team or serving as a coach, mentor, or lead CS manager
• Demonstrated experience coaching and mentoring 
• Demonstrated history of strong team performance, preferably in hypergrowth environments
• Demonstrated ability to collaborate cross functionally to improve processes
• Strong process-orientation and ability to drive a consistent and repeatable experience 
• Strong analytical skills, with a data-driven, metrics-oriented mindset
• Demonstrated passion for e-commerce businesses and entrepreneurship