Program Manager, Digital Customer Success

Summary

The job is for a Program Manager, Digital CS at Postscript, a fast-growing ecommerce marketing company. The role involves managing the Digital CS program to deliver industry-leading customer support while driving strong business outcomes. The ideal candidate has 4+ years of customer management experience in SaaS marketing or ecommerce technology.

Requirements

• 4+ years of customer management experience, in SaaS marketing or ecommerce technology
• Experience managing customers at scale (300+ logos)
• Strong systems experience (e.g. Outreach, Vitally, Hubspot) and process-orientation that helps you drive consistent and repeatable experiences
• Experience with technical products and/or demonstrated technical aptitude
• Strong analytical skills, with a data-driven, metrics-oriented mindset

Responsibilities

• Autonomously manage our Digital CS program
• Deliver industry-leading customer support while driving strong business outcomes
• Develop and implement effective, repeatable playbooks to drive product adoption and reduce churn through digital interactions
• Analyze data to identify trends and make data-driven decisions to improve customer outcomes
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy
• Work closely with the Postscript support team to triage technical questions, adding to our library of self-service resources as needed
• Serve as a liaison between Customer Success and Marketing by sharing content in an impactful way to improve customer experience and results
• Utilize a proactive approach to identifying and resolving issues; proactively communicate with internal stakeholders to align on new opportunities or mitigate risks

Preferred Qualifications

1+ years of experience in a customer lifecycle marketing role, preferred

Benefits

• Salary range of USD $99,000 -$112,000  base plus bonus and 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