Principal Customer Success Manager

Postscript is looking for a Principal CSM to serve as our subject matter expert and internal champion for one of our newest product lines. This is not a traditional CSM role — it sits at the intersection of customer success, enablement, and program development. You'll operate as a strategic overlay across a focused book of business while also doing the foundational work of building what a great customer journey looks like for this new offering.

This is a fully remote position that can be based in the US or Canada.

You'll carry a book of business while simultaneously building the playbooks and enablement materials that will scale what you learn to the broader CSM team. The right person has been a strong CSM, but has also led programs, built assets others use, and influenced strategy beyond their own accounts.

• →You've been a strong, customer-facing CSM for 7+ years, and you've also built things: playbooks, training materials, onboarding programs, etc.
• →You have a strong point of view on what good customer strategy looks like for ecommerce brands — multi-channel marketing experience (SMS, email, or beyond) is a MUST
• →You bring a project management mindset; you can hold a complex workstream together while still being present for customers
• →You've worked in or alongside alpha/beta programs and helped them scale
• →You communicate clearly (written, verbal) across multiple levels and teams
• →You don't need a fully defined path to do great work — you're energized by building in ambiguous environments

• Salary range of USD $117,000-$141,000 base plus 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