Principal Customer Success Manager, Email

Socket.dev; United States; On-site; USD 117,000 - 141,000; Full time

Benefits offered by this job

Remote-first company

Equity

Flexible PTO

Health, dental, vision insurance

Job summary

Postscript is seeking a Principal Customer Success Manager to lead email strategy for our ecommerce clients. This role sits at the intersection of customer success, enablement, and program development, acting as a strategic overlay across the email book of business.

You will build repeatable playbooks, collaborate with product to influence roadmap, and empower the CS team with training and assets while driving adoption and retention across merchants.

Qualifications

• Demonstrated success as a customer-facing CSM focused on email.
• Experience building assets like playbooks, training materials, onboarding programs.
• Ability to influence strategy beyond own accounts.

Responsibilities

• Own the Email Customer Experience for early email merchants and drive adoption.
• Define and implement the Email Customer Journey and repeatable motions.
• Partner with enablement to upskill the CS org with email strategies.
• Bridge customer feedback with Product to influence roadmap and retention.

Skills

Email strategy

CS program development

Cross-functional collaboration

Data-driven decisions

Strong communication

Job description

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch.

With a mission to make SMS your number one revenue driving channel, we built the best-in-class SMS marketing platform and launched revenue-driving AI features not available on any other platform. And we're just getting started.

Backed by Greylock and Y Combinator, fully remote since 2018.

Postscript is looking for a Principal Customer Success Manager to serve as our subject matter expert and internal champion for email strategy. This is not a traditional CSM role — it sits at the intersection of customer success, enablement, and program development. You'll operate as a strategic overlay across our email book of business while also doing the foundational work of building what a great email customer journey looks like at Postscript.

You’ll carry a book of business while simultaneously building the playbooks and enablement materials that will scale what you learn to the broader CSM team. The right person has been a strong CSM, but has also led programs, built assets others use, and influenced strategy beyond their own accounts.

This is a fully remote position that can be based anywhere in the US or Canada.

Primary duties

Own the Email Customer ExperienceYou'll be the primary CSM for our early email merchants — 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.

Build the Email Customer Journey & PlaybooksYou'll define what a successful email customer journey looks like at Postscript — from implementation through expansion — and turn that into repeatable, documented motions.

Enable the CS TeamYou'll partner with the enablement team to help build materials, training resources, and internal documentation that upskill the CS org based on your proposed email strategy.

Product Feedback & Roadmap InfluenceYou'll be the connective tissue between the front lines and Product. 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.

Data & ReportingYou'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 email use case.

What We'll Love About You

• You've been a strong, customer-facing CSM — ideally focused on email — and you've also built things: playbooks, training materials, onboarding programs, etc.
• You have a strong point of view on what good email strategy looks like for ecommerce brands
• 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

What You'll Love About Us

• Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We're passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.