Customer Onboarding Manager

Trusted by more than 18,000 Shopify and Shopify Plus stores—like Brooklinen, Ruggable, True Classic and Dr. Squatch—Postscript gives ecommerce brands the tools they need to run a world-class SMS marketing program. 

We’re on a mission to make SMS the number-one revenue channel for ecommerce merchants by delivering an easy-to-use platform where they can grow their subscriber list, develop and test their messaging strategy, deliver excellent customer service, and drive sales and loyalty—all in one place. We believe SMS is the most important marketing and sales channel of the decade, and that vision drives everything we do.

Postscript was founded in 2018 as a 100% remote organization. With more than 250 employees (and counting!), we’re backed by Greylock, Y Combinator, and other top investors.

As 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. This includes aligning with multiple internal and external parties from creative to technical implementation. Your efforts will directly benefit our customers and contribute to our ambitious growth plans. 

This position is 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

• 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

What We’ll Love About You

• 4+ 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 problem solving abilities, including with complex technical issues

• Strong process-orientation and ability to drive a consistent and repeatable experience 

• Experience in a high-growth, early stage environment preferred

What You’ll Love About Us

• Salary range of USD $87,000-$99,000 base plus 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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What to expect from our hiring process :

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. 

• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. 

• Virtual Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.

• Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!

• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!

• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.

• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.