Senior Customer Onboarding Manager

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. As Senior Customer Onboarding Manager, you will actively guide our largest customers through the Postscript setup process. You will be responsible for communicating best practices, optimizing campaigns and automations, and troubleshooting any issues. Ultimately, your efforts will ensure that customers see a strong return in their first 60 days using Postscript. Your efforts will directly benefit our customers and contribute to our ambitious growth plans. Further, as a Senior member of the Onboarding team, you will help develop and grow junior team members. 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
• Grow and develop junior team members and 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
• Experience project managing multiple priorities with Enterprise-level customers
• Ecommerce or martech experience highly preferred
• 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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