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Salary: USD 117,000 - 141,000 / annual
Postscript is an AI messaging platform serving 20,000+ Shopify brands with SMS marketing and revenue-driving AI features. The company is backed by Greylock and Y Combinator and has been fully remote since 2018.
This Principal CSM role is a hybrid position sitting at the intersection of customer success, enablement, and program development. You'll serve as the subject matter expert and internal champion for a new product line, operating as a strategic overlay across a focused book of business while building the foundational customer journey framework that will scale across the broader CSM team.
Key responsibilities include:
- Manage relationships with early merchants on the new product line, driving adoption and navigating ambiguity while feeding learnings into scalable frameworks
- Define and document the complete customer journey from implementation through expansion, creating repeatable playbooks and motions
- Partner with the enablement team to build training materials, resources, and internal documentation that upskill the CS organization
- Serve as connective tissue between front-line customers and Product, articulating adoption friction, merchant impact of product gaps, and retention implications with specificity to influence roadmap prioritization
- Own internal reporting on your book of business and leverage data-driven insights with customers to help them optimize and expand their use case
Ideal candidates bring 7+ years of strong customer-facing CSM experience plus a track record of building playbooks, training materials, onboarding programs, and scaling alpha/beta initiatives. Multi-channel marketing experience (SMS, email, or beyond) in ecommerce is essential. You should have a project management mindset, clear communication skills across levels and teams, and thrive in ambiguous, high-growth environments.
