Senior Customer Onboarding Manager

<div class="content-intro"><p>Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch.&nbsp;</p> <p>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.&nbsp;</p> <p>Backed by Greylock and Y Combinator, fully remote since 2018.</p></div><p class="font-claude-response-body break-words whitespace-normal">As <strong>Senior Customer Onboarding Manager</strong>, 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.</p> <p class="font-claude-response-body break-words whitespace-normal">All positions at Postscript are fully remote.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>Primary duties</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Run one-on-one, best in class onboarding sessions with your assigned customers, including coaching customers through list growth, automations, campaigns and more</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Grow and develop junior team members and act as an escalation point</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Consistently meet and exceed onboarding health targets</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Develop and maintain deep expertise in our product, services, and of the marketing technology domain, including industry trends, compliance/regulatory considerations and trendsetters</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Guide customers through multi-channel marketing strategy, helping them understand how to coordinate messaging across channels to maximize reach, engagement, and revenue</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>What We'll Love About You</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">5+ Years in a customer-facing role. Experience in SaaS, software or closely related tech preferred</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience project managing multiple priorities with Enterprise-level customers</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ecommerce or martech experience highly preferred</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Demonstrated experience coaching and mentoring</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Demonstrated problem solving abilities, including with technical issues</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong process-orientation and ability to drive a consistent and repeatable experience</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience in a high-growth, early stage environment preferred</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with lifecycle and retention marketing concepts — including list segmentation, campaign sequencing, and automation design — across more than one channel</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>What You'll Love About Us</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Salary range of USD $97,000-$117,000 base plus quarterly variable compensation &amp; significant equity (we do not have geo based salaries)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">High growth startup - plenty of room for you to directly impact the company and grow your career!</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Work from home (or wherever)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Fun - We're passionate and enjoy what we do</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Competitive compensation and opportunity for equity</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Flexible paid time off</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Health, dental, vision insurance</li> </ul><div class="content-conclusion"><p><em>For information about how we use your personal data, please see our U.S. Job Applicant&nbsp;<a class="c-link" href="https://postscript.io/job-applicant-privacy-notice" target="_blank" data-stringify-link="https://postscript.io/job-applicant-privacy-notice" data-sk="tooltip_parent">Privacy Notice</a></em></p> <p><em>You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.</em></p></div>