Program Manager, Digital Customer Success

July 22

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Postscript

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SMS marketing platform for ecommerce companies. Helping Shopify stores drive 30x ROI with text message marketing.

marketing • shopify • sms • text message marketing • saas

201 - 500

Description

• Autonomously manage our Digital CS program. Deliver industry-leading customer support while driving strong business outcomes. • Develop and implement effective, repeatable playbooks to drive product adoption and reduce churn through digital interactions. • Analyze data to identify trends and make data-driven decisions to improve customer outcomes. • Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. • Work closely with the Postscript support team to triage technical questions, adding to our library of self-service resources as needed. • Serve as a liaison between Customer Success and Marketing by sharing content in an impactful way to improve customer experience and results. • Utilize a proactive approach to identifying and resolving issues; proactively communicate with internal stakeholders to align on new opportunities or mitigate risks. • Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge.

Requirements

• 4+ years of customer management experience, in SaaS marketing or ecommerce technology • Experience managing customers at scale (300+ logos) • 1+ years of experience in a customer lifecycle marketing role, preferred • Strong systems experience (e.g. Outreach, Vitally, Hubspot) and process-orientation that helps you drive consistent and repeatable experiences • Experience with technical products and/or demonstrated technical aptitude. Strong analytical skills, with a data-driven, metrics-oriented mindset • Passion for helping customers and being a teacher • Proactive problem solver. High reliability and outstanding follow-through • Comfort with ambiguity, and not afraid to fail or make mistakes. Early stage experience strongly preferred • Receptive to feedback and quick to iterate • Demonstrated ability to collaborate cross functionally to improve processes • Demonstrated an advanced understanding of e-commerce businesses, including emerging marketing trends and e-commerce trends. Ecommerce experience strongly preferred

Benefits

• Salary range of USD $99,000 -$112,000 base plus bonus and 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