Senior Customer Onboarding Manager

Postscript; Northern (KY); Hybrid; USD 97,000 - 117,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Equity

Job summary

Postscript is an AI messaging platform hiring a Senior Customer Onboarding Manager to own onboarding for enterprise customers. You will guide list growth, automations, and campaigns to drive ROI in the first 60-90 days, with a senior hands-on IC role and strong email chops.

Required 5+ years in enterprise customer-facing roles, SaaS or martech onboarding, and cross-channel strategy experience; fully remote work with growth opportunities and equity.

Qualifications

• 5+ years in a customer-facing role in SaaS or software.
• Direct experience implementing or onboarding for an email product.
• Ecommerce or martech onboarding experience required.
• Experience managing multiple Enterprise-level customers.
• Strong coaching and mentoring abilities.
• Problem-solving skills, including technical issues.
• Strong process orientation and ability to drive repeatable onboarding.
• Experience in a high-growth, early-stage environment.
• Experience onboarding customers across multiple channels (SMS, email, etc.).
• Familiarity with lifecycle and retention marketing concepts across channels.

Responsibilities

• Run one-on-one onboarding sessions with assigned customers, guiding list growth, automations, campaigns and more.
• Act as an escalation point.
• Consistently meet and exceed onboarding health targets.
• Collaborate with sales and product to create a seamless onboarding experience.
• Develop expertise in our product, marketing tech domain and industry trends.
• Guide customers through multi-channel marketing strategy.
• Develop onboarding frameworks for full marketing stack integration.

Skills

Enterprise onboarding

Email product onboarding

SaaS / software

Ecommerce / martech

Project management

Coaching & mentoring

Cross-channel strategy

Lifecycle marketing concepts

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.

We're hiring a Senior Customer Onboarding Manager to own onboarding for Postscript's largest and most complex customers, guiding them through list growth, campaigns, and automations to hit strong ROI with email in their first 60-90 days. Your efforts will directly benefit our customers and contribute to our ambitious growth plans.

This is a senior, hands-on IC role. Given our upcoming email product launch, we need someone with real email marketing chops (Klaviyo, Braze, Iterable, or similar) alongside strong ecommerce/martech onboarding experience — ideally 5+ years in enterprise-level customer-facing work, not scale/SMB-only.

All positions at Postscript are fully remote.

Primary duties

• Run one-on-one, best in class onboarding sessions with your assigned customers, including coaching customers through list growth, automations, campaigns and more
• 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

What We'll Love About You

• 5+ Years in a customer-facing role. Experience in SaaS, software or closely related tech preferred
• Direct experience supporting implementation or onboarding for an email product is required
• Ecommerce or martech experience required
• 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
• 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
• Familiarity with lifecycle and retention marketing concepts — including list segmentation, campaign sequencing, and automation design — across more than one channel

What You'll Love About Us

• Salary range of USD $97,000-$117,000 base plus quarterly 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.