Senior Customer Success Manager

Postscript is an AI messaging platform for Shopify brands and e-commerce businesses. The Senior Enterprise Customer Success Manager will manage strategic enterprise customers, drive product adoption, provide marketing and SMS strategy guidance, and ensure measurable customer growth and retention. The role also collaborates with Sales, Product, and Support teams to support renewals, upsells, and customer outcomes.

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