Principal Customer Success Manager

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands, and they are seeking a Principal Customer Success Manager to serve as a subject matter expert for a new product line. This role involves managing customer relationships, building customer journeys, and enabling the Customer Success team while influencing product strategy based on customer feedback.

Responsibilities:

• 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
• You'll define what a successful customer journey looks like for this offering — from implementation through expansion — and turn that into repeatable, documented motions
• 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
• 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
• 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

Requirements:

• 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