Principal Customer Success Manager

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 CSM to serve as our subject matter expert and internal champion for one of our newest product lines. 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 a focused book of business while also doing the foundational work of building what a great customer journey looks like for this new offering. This is a fully remote position that can be based in the US or Canada. 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. Own the Customer Experience for a New Offering You'll be the primary CSM for our earliest merchants on this new product line — 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 Customer Journey & Playbooks You'll define what a successful customer journey looks like for this offering — 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 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 use case. What We'll Love About You You've been a strong, customer-facing CSM for 7+ years, and you've also built things: playbooks, training materials, onboarding programs, etc. You have a strong point of view on what good customer strategy looks like for ecommerce brands — multi-channel marketing experience (SMS, email, or beyond) is a MUST 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 What You’ll Love About Us 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 For information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.