PostscriptRemote
Senior Customer Onboarding Manager
United States of America
Full Time
3 hours ago
$97,000 - $117,000 USD
Visa Sponsor
Key skills
Customer OnboardingSaaSEcommerceMartechCoachingTechnical Problem SolvingCross-Channel Marketing StrategyLifecycle MarketingRetention MarketingList SegmentationCampaign SequencingAutomation DesignProject ManagementAIShopifyMentoringProblem SolvingCollaborationSales
About this role
Postscript is the AI messaging platform trusted by 20,000+ Shopify brands. As a Senior Customer Onboarding Manager, you will guide customers through the setup process, optimize their campaigns, and ensure they achieve a strong return on their investment. You will also mentor junior team members and contribute to enhancing the overall customer journey.
Responsibilities:
- Run one-on-one, best in class onboarding sessions with your assigned customers, including coaching customers through list growth, automations, campaigns and more
- Grow and develop junior team members and act as an escalation point
- Consistently meet and exceed onboarding health targets
- Become a critical voice on the team in iterating on our customer journey. Actively contribute to deep collaboration among sales and product teams in order to create the most seamless onboarding experience
- Develop and maintain deep expertise in our product, services, and of the marketing technology domain, including industry trends, compliance/regulatory considerations and trendsetters
- Guide customers through multi-channel marketing strategy, helping them understand how to coordinate messaging across channels to maximize reach, engagement, and revenue
- Develop onboarding frameworks and best practices that account for the full breadth of a customer's marketing stack, ensuring Postscript is deeply integrated into their broader retention and lifecycle programs
Requirements:
- 5+ Years in a customer-facing role
- Experience project managing multiple priorities with Enterprise-level customers
- Demonstrated experience coaching and mentoring
- Demonstrated problem solving abilities, including with technical issues
- Strong process-orientation and ability to drive a consistent and repeatable experience
- Familiarity with lifecycle and retention marketing concepts — including list segmentation, campaign sequencing, and automation design — across more than one channel
- Experience in SaaS, software or closely related tech preferred
- Ecommerce or martech experience highly preferred
- Experience in a high-growth, early stage environment preferred
- Experience working with or onboarding customers across multiple owned marketing channels (e.g. SMS, push, direct mail, or similar); comfort speaking to cross-channel strategy and how channels complement one another is a strong plus