Senior Customer Onboarding Manager

Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch.

With a mission to make SMS your number one revenue driving channel, we built the best-in-class SMS marketing platform and launched revenue-driving AI features not available on any other platform. And we're just getting started.

Backed by Greylock and Y Combinator, fully remote since 2018.

We're hiring a Senior Customer Onboarding Manager to own onboarding for Postscript's largest and most complex customers, guiding them through list growth, campaigns, and automations to hit strong ROI with email in their first 60-90 days. Your efforts will directly benefit our customers and contribute to our ambitious growth plans.

This is a senior, hands-on IC role. Given our upcoming email product launch, we need someone with real email marketing chops (Klaviyo, Braze, Iterable, or similar) alongside strong ecommerce/martech onboarding experience — ideally 5+ years in enterprise-level customer-facing work, not scale/SMB-only.

All positions at Postscript are fully remote.

Primary duties

Run one-on-one, best in class onboarding sessions with your assigned customers, including coaching customers through list growth, automations, campaigns and more

Act as an escalation point

Consistently meet and exceed onboarding health targets

Become a critical voice on the team in iterating on our customer journey. Actively contribute to deep collaboration among sales and product teams in order to create the most seamless onboarding experience

Develop and maintain deep expertise in our product, services, and of the marketing technology domain, including industry trends, compliance/regulatory considerations and trendsetters

Guide customers through multi-channel marketing strategy, helping them understand how to coordinate messaging across channels to maximize reach, engagement, and revenue

Develop onboarding frameworks and best practices that account for the full breadth of a customer's marketing stack, ensuring Postscript is deeply integrated into their broader retention and lifecycle programs

What We'll Love About You

5+ Years in a customer-facing role. Experience in SaaS, software or closely related tech preferred

Direct experience supporting implementation or onboarding for an email product is required

Ecommerce or martech experience required

Experience project managing multiple priorities with Enterprise-level customers

Demonstrated experience coaching and mentoring

Demonstrated problem solving abilities, including with technical issues

Strong process-orientation and ability to drive a consistent and repeatable experience

Experience in a high-growth, early stage environment preferred

Experience working with or onboarding customers across multiple owned marketing channels (e.g. SMS, push, direct mail, or similar); comfort speaking to cross-channel strategy and how channels complement one another is a strong plus