Postscript is hiring a
Senior Manager

Summary

The job description is for a Customer Success Operations Manager role at Postscript, a fast-growing ecommerce company. The ideal candidate will have 5+ years of experience in customer success operations in the SaaS or E-commerce industry, with 1+ year of management consulting experience preferred. The role involves strategically building systems and processes to enhance the customer experience, collaborating with various departments, tracking KPIs, and analyzing performance against goals. The position is 100% remote.

Requirements

5+ years of experience in customer success operations in the SaaS or E-commerce industry

Responsibilities

• Develop and execute large, complex projects to enhance the end-to-end customer success journey, ensuring a seamless and positive experience for our customers
• Collaborate and execute cross-functionally with Sales, Product, Marketing, Finance, Support and other departments and teams to align customer success objectives with our overall company goals
• Implement scalable processes and maintain customer success systems/software to enhance operational efficiency, leveraging industry best practices and innovative technologies, ensuring consistent execution and continuous improvement
• Track, analyze, and report on relevant Key Performance Indicators (KPIs) and metrics, including renewals and upsell forecasts, to measure the success and impact of customer success initiatives; provide regular updates to stakeholders, highlighting achievements and areas for improvement
• Deliver Customer Success programs to impact key metrics, including: Net Dollar Retention (NDR), Gross Dollar Retention (GDR), Customer Lifetime Value (CLV), Renewal and Expansion Rate
• Leveraging qualitative and quantitative insights, analyze and monitor performance against goals to provide transparency to stakeholders and influence both product roadmaps and go-to-market plans
• Consistently and proactively communicate, enable, and govern existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)

Preferred Qualifications

1+ year of management consulting experience

Benefits

• Salary range of USD $135,000-$160,000 base plus significant equity
• 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