Principal Customer Success Manager, Email (US & Canada Remote)

Job Overview

As Principal Customer Success Manager, Email, you will manage early email merchants while developing the customer journey, playbooks, training materials, and strategic frameworks that can later be used across the wider Customer Success organization.

Key Responsibilities

• Serve as the primary Customer Success Manager for early email merchants.
• Manage customer relationships, drive product adoption, navigate ambiguity, and translate customer learnings into repeatable frameworks.
• Define what a successful email customer journey looks like at Postscript from implementation through expansion.
• Turn customer success learnings into documented, repeatable playbooks and operating motions.
• Partner with the enablement team to develop training materials, internal resources, and documentation that strengthen email expertise across the Customer Success organization.
• Act as a bridge between customer-facing teams and Product by clearly communicating adoption friction, product gaps, merchant impact, and retention implications.
• Provide feedback specific enough to help influence product roadmap priorities.
• Own internal reporting for the assigned book of business.
• Use data-driven insights with customers to help them optimize and expand their email use cases.
• Balance direct account ownership with broader program development and enablement responsibilities.

What Postscript Is Looking For

• Strong customer-facing Customer Success experience, ideally with a focus on email.
• Experience building scalable resources such as playbooks, training materials, onboarding programs, or similar customer success assets.
• Strong point of view on effective email strategy for ecommerce brands.
• Project-management mindset and ability to manage complex workstreams while remaining engaged with customers.
• Experience working in or alongside alpha or beta programs and helping them scale.
• Clear written and verbal communication skills across multiple teams and organizational levels.
• Ability to operate effectively in ambiguous environments without requiring a fully defined process.

Email Customer Success Focus

• Email strategy
• Customer adoption
• Customer journey development
• Implementation through expansion
• Customer Success playbooks
• Team enablement
• Training and internal documentation
• Product feedback
• Retention insights
• Customer reporting and analytics
• Ecommerce customer success

Product & Roadmap Influence

This position serves as a connection point between customers and Postscript’s Product organization. The Principal Customer Success Manager will identify and communicate product adoption challenges, customer impact, and potential retention risks in a form that can support product prioritization.

The role also uses lessons from early email merchants to help define the customer journey and operating model that other Customer Success Managers can follow as Postscript’s email offering grows.

Compensation

The base salary range for this position is $117,000–$141,000 USD per year. Postscript states that it does not use geography-based salaries.

The position also includes variable compensation and significant equity. The supplied listing does not specify the value or structure of the variable compensation or equity.

Benefits

• Flexible paid time off.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Opportunity for equity.
• Fully remote working environment.

Remote Work & Location

This is a fully remote position that can be based anywhere in the United States or Canada. Postscript states that it has operated as a fully remote company since 2018.

The supplied listing does not specify individual state or provincial restrictions, required time zones, or work-authorization requirements.