Brand Success Manager

Summary

PostPilot is a direct mail platform that helps brands send individually personalized postcards to customers and prospects. The Growth Brand Success Manager owns the client experience for a portfolio of emerging ecommerce brands, driving onboarding, activation, campaign optimization, retention, and measurable ROAS outcomes through proactive client management and platform guidance.

Responsibilities

• Own a portfolio of Growth Plan brands across their full lifecycle: onboarding, activation, performance optimization, and retention
• Serve as the primary relationship owner — fast, friendly, and always on top of what each client is doing in the platform
• Lead 90-day reviews and proactive outreach cadences to drive engagement, performance, and expansion
• Identify and manage churn risk early; escalate strategically and never let a client go dark
• Ensure every brand completes their full growth-specific onboarding setup
• Guide clients through PostPilot's automation suite configuration: audience segmentation, flow triggers, send frequency, creative setup
• Troubleshoot underperforming or stalled campaigns using platform data and client context
• Partner with design on creative briefing, review, and QA; ensure every postcard going out meets brand standards
• Stay current on platform features and help clients activate tools relevant to their business
• Maintain accurate CRM records: contact notes, next steps, outreach cadence, and account health status
• Collaborate with the broader CX team on process improvements, playbook development, and tooling feedback
• Operate efficiently across a large portfolio using structured workflows and AI-assisted tooling to stay ahead of your book

Skills

• 1-2 years in customer success, or a client-facing marketing/tech role — ideally with a high-volume portfolio
• Familiarity with ecommerce, DTC, email/SMS marketing, or performance advertising platforms
• Excellent written communication — you draft emails that sound human, not templated
• Self-directed and organized: you manage several accounts without losing track of a single one
• Comfortable working in a tech-forward environment with AI tools as part of your daily workflow
• Genuine curiosity about why campaigns perform the way they do
• This is a full-time remote position

Qualifications

Must Haves

• 1-2 years in customer success, or a client-facing marketing/tech role — ideally with a high-volume portfolio
• Familiarity with ecommerce, DTC, email/SMS marketing, or performance advertising platforms
• Excellent written communication — you draft emails that sound human, not templated
• Self-directed and organized: you manage several accounts without losing track of a single one
• Comfortable working in a tech-forward environment with AI tools as part of your daily workflow
• Genuine curiosity about why campaigns perform the way they do
• This is a full-time remote position

Benefits

• Full-time remote position