Program Manager - Digital Customer Success

As a Program Manager Digital CS you will play a critical role in ensuring our SMB customers receive industry-leading strategic support through predominantly digital and automated motions. You will optimize and expand a Digital CS program that helps customers leverage best practices to achieve their marketing and revenue goals. This individual will be highly autonomous and have strong communication skills working cross-functionally to support the entire Digital CS book of business and program. You will partner closely with the broader marketing operations and sales teams to deliver optimal solutions for customers.

You will focus on driving product adoption and minimizing churn through scalable tech-driven touchpoints in line with best practices. Strong data-analysis will help you optimize your playbooks and content to ensure the Digital CS program drives strong business outcomes such as Net Dollar Retention (NDR).

Primary duties

• 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.

• Maintain an expert level understanding of the Postscript product along with larger e-commerce & marketing knowledge.

What We’ll Love About You

• 4+ years of customer management experience in SaaS marketing or ecommerce technology

• Experience managing customers at scale (300+ logos)

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

• 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

• Passion for helping customers and being a teacher

• Proactive problem solver. High reliability and outstanding follow-through

• Comfort with ambiguity and not afraid to fail or make mistakes. Early stage experience strongly preferred

• Receptive to feedback and quick to iterate

• Demonstrated ability to collaborate cross functionally to improve processes

• Demonstrated an advanced understanding of e-commerce businesses including emerging marketing trends and e-commerce trends. Ecommerce experience strongly preferred

What You’ll Love About Us

• Salary range of USD $112000 -$130000  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

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 Onsite 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!

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