Senior Customer Success Manager

Postscript is a high-growth startup focused on e-commerce and innovation. They are seeking a Senior Enterprise Customer Success Manager to drive success for their largest customers by ensuring they achieve maximum value from the platform and providing strategic guidance to fuel their growth.

Responsibilities:

• Cultivate strong, trusted relationships with your assigned portfolio of enterprise customers
• Drive adoption of new and existing Postscript product features, ensuring customers realize value from ongoing product innovation
• Act as a strategic advisor, ensuring customers achieve their goals and realize measurable ROI
• Develop tailored strategies to ensure customer growth and retention, meeting performance targets
• Lead impactful strategy sessions to share best practices, identify opportunities, and implement innovative SMS marketing strategies
• Provide creative and data-driven recommendations to maximize customer engagement and growth
• Partner with the broader account team to identify and execute upsell and renewal opportunities
• Collaborate with Product and Support teams to address technical issues and deliver seamless solutions
• Leverage AI tools and internal systems to streamline workflows, increase efficiency, and enhance the quality and consistency of customer interactions
• Stay ahead of emerging e-commerce and marketing trends, and proactively share insights with customers and the Postscript team
• Maintain expert-level knowledge of Postscript’s product and the broader e-commerce landscape

Requirements:

• 4+ years of customer success or account management experience in SaaS, marketing, or e-commerce technology
• 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
• 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
• 1+ years of sales experience (e.g., Account Management)
• E-commerce experience strongly preferred