# Principal Customer Success Manager, Email - Company: [Postscript]() - Location: Remote - Remote: Yes - Team: Customer Success - Salary: $117K – $141K - Posted: July 30, 2026 ## Job description 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. Postscript is looking for a **Principal Customer Success Manager** to serve as our subject matter expert and internal champion for email strategy. This is not a traditional CSM role — it sits at the intersection of customer success, enablement, and program development. You'll operate as a strategic overlay across our email book of business while also doing the foundational work of building what a great email customer journey looks like at Postscript. You'll carry a book of business while simultaneously building the playbooks and enablement materials that will scale what you learn to the broader CSM team. The right person has been a strong CSM, but has also led programs, built assets others use, and influenced strategy beyond their own accounts. This is a fully remote position that can be based anywhere in the US or Canada. ### **Primary duties** **Own the Email Customer Experience**You'll be the primary CSM for our early email merchants — the ones helping us learn what good looks like. That means managing relationships, driving adoption, navigating ambiguity, and feeding what you learn directly into the frameworks others will eventually follow. **Build the Email Customer Journey & Playbooks**You'll define what a successful email customer journey looks like at Postscript — from implementation through expansion — and turn that into repeatable, documented motions. **Enable the CS Team**You'll partner with the enablement team to help build materials, training resources, and internal documentation that upskill the CS org based on your proposed email strategy. **Product Feedback & Roadmap Influence**You'll be the connective tissue between the front lines and Product. That means clearly articulating adoption friction, the merchant impact of product gaps, and the downstream effect on retention — with enough specificity to actually influence roadmap prioritization. **Data & Reporting**You're comfortable with data and own internal reporting on your book of business. You also leverage data-driven insights directly with customers to help them optimize and expand their email use case. ### **What We’ll Love About You** * You've been a strong, customer-facing CSM — ideally focused on email — and you've also built things: playbooks, training materials, onboarding programs, etc. * You have a strong point of view on what good email strategy looks like for ecommerce brands * You bring a project management mindset; you can hold a complex workstream together while still being present for customers * You've worked in or alongside alpha/beta programs and helped them scale * You communicate clearly (written, verbal) across multiple levels and teams * You don't need a fully defined path to do great work — you're energized by building in ambiguous environments ### **What You’ll Love About Us** * Salary range of USD $117,000-$141,000 base plus variable compensation & 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 *For information about how we use your personal data, please see our U.S. Job Applicant [Privacy Notice](https://postscript.io/job-applicant-privacy-notice)* *You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.* ## Apply [Apply on Postscript]() Canonical job page: