Principal Customer Success Manager
New
P
PostscriptSaaS, Ecommerce
This is a fully remote position that can be based in the US or Canada.Full-TimePrincipal
SalarySalary range of USD $117,000-$141,000 base plus variable compensation & significant equity
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementCustomer Success
Requirements
- 7+ years of experience in a customer-facing Customer Success Manager role.
- Proven track record of building playbooks, training materials, and onboarding programs.
- Strong point of view on customer strategy for ecommerce brands.
- Experience with multi-channel marketing, specifically SMS or email.
- Experience working in or scaling alpha/beta programs.
- Strong project management skills with the ability to handle complex workstreams.
- Ability to communicate clearly (written and verbal) across teams.
- Comfortable operating in ambiguous, startup environments.
Responsibilities
- Manage merchant relationships for a new product line to define successful customer journeys.
- Develop repeatable playbooks and documentation for implementation through expansion.
- Partner with the enablement team to create training resources and upskill the broader CS organization.
- Synthesize adoption friction and product feedback into actionable insights for the Product team.
- Own internal reporting for your book of business and utilize data-driven insights to guide customer success.
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