Principal Customer Success Manager

📋 Description

• Own the customer experience for a new offering.
• Define the customer journey from implementation to expansion.
• Build playbooks, training materials, and repeatable workflows.
• Partner with Enablement to upskill the CS team.
• Influence product roadmap with merchant feedback.

🎯 Requirements

• 7+ years as a customer-facing CSM.
• Built playbooks, onboarding programs, and training assets.
• Multi-channel marketing experience (SMS, email, or beyond) is a MUST.
• Strong project management mindset; can manage complex workstreams.
• Experience with alpha/beta programs and scaling.
• Clear written and verbal communication across multiple levels.

🎁 Benefits

• Work from home (or wherever).
• High growth startup with room to impact your career.
• Fun – we’re passionate about what we do.
• Flexible paid time off.
• Health, dental, and vision insurance.