Senior Customer Onboarding Manager

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Work from home

Equity opportunity

Job summary

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands. We are hiring a Senior Customer Onboarding Manager to own onboarding for our largest customers, guiding them through list growth, campaigns and automations to achieve ROI in the first 60–90 days.

This senior IC role requires real email marketing chops (Klaviyo/Braze/Iterable) and enterprise onboarding experience. All positions at Postscript are fully remote, with a focus on US-based customers and high-growth onboarding.

Qualifications

• 5+ years in a customer-facing role
• Experience in SaaS/tech
• Direct experience onboarding for an email product
• Ecommerce or martech onboarding experience
• Experience managing multiple Enterprise-level customers
• Strong coaching and mentoring abilities
• Strong problem-solving and process orientation
• Experience with cross-channel marketing (SMS, push, email)
• Familiarity with lifecycle and retention marketing concepts

Responsibilities

• Run one-on-one onboarding sessions with assigned customers, coaching through list growth, automations, campaigns and more
• Act as an escalation point
• Meet and exceed onboarding health targets
• Collaborate with sales and product to improve the customer journey
• Develop deep product and martech domain expertise and stay on trend
• Guide customers through multi-channel marketing strategies
• Develop onboarding frameworks for integration across marketing stacks

Job description

Postscript

The SMS revenue platform for e-commerce merchants

Senior Customer Onboarding Manager

GTM / Remote (US)

Job type Full-time

Role Operations

Experience 5+ years

Visa US citizen/visa only

About the role

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.

About Postscript

Be a part of the #1 Team in Ecommerce.

We are building the best team focused on making SMS the #1 revenue channel for merchants. That means, we are passionate about our customers, our brands and working to bring our best selves to Postscript. We are passionate about our FEACH values (Fearlessness, Excellence, Animal, Customer First and Humility) and we strive to live those values daily.

Read on to learn more about our team and checkout our open roles

Postscript is building a text message marketing automation platform specifically for ecommerce. Backed by Y Combinator (YC W19) and other top VCs.