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Scaling Remote Teams, Maintaining Culture, and Growing Through SMS Marketing

Adam Turner

Adam Turner is the Co-founder and CEO at Postscript, a mobile messaging platform for ecommerce stores. Postscript is backed by Y Combinator, Accomplice VC, and others. They run a fully remote team of about 200 people from North America with over 5,000 brands on its platform. When Adam is not in the trenches at Postscript, he’s an avid snowboarder.

Here’s a glimpse of what you’ll learn:

  • [3:51] Adam Turner talks about how Postscript has managed to stay customer-centric despite growing rapidly
  • [6:20] The role of founders in helping a remote team scale
  • [8:52] How to scale your team and maintain a great culture
  • [13:21] Preparing for your lucky break
  • [15:26] Adam’s philosophy on conversational marketing and SMS
  • [21:15] ROI benchmark to expect using an SMS platform like Postscript for ecommerce
  • [23:42] Creative use cases of Postscript
  • [26:31] Adam’s outlook for SMS marketing
  • [30:06] Brands that do SMS marketing correctly
  • [32:56] What brands scaling remote teams should know

In this episode…

The ecommerce industry has recorded massive growth since Covid-19 hit. One common thread among many brands is the need to operate remotely. With that comes the problem of scale and maintaining culture. How do you grow your remote team at scale without compromising your brand’s culture, core values, and customer experience?

One way to improve your customer experience is through SMS marketing. SMS marketing has taken off incredibly fast, and ecommerce brands are finding creative ways to leverage it and are generating 25 times the ROI. Ready to scale your remote team and learn more about using SMS marketing?

On this episode of the eCommerce Profits Podcast, Joshua Chin talks with the CEO and Co-founder at Postscript, Adam Turner. They discuss how to scare your remote team while maintaining a great culture, understanding conversational marketing, doing SMS marketing right, and lots more. Stay tuned!

Resources Mentioned in this episode

Sponsor for this episode

This episode is brought to you by Chronos Agency.

If you are a direct-to-consumer ecommerce brand that wants to unlock the optimum customer lifetime value through email marketing, then look no further than Chronos Agency!

Our team of passionate email marketing experts has helped hundreds of brands generate over $70 million in return from email alone, and our clients receive an average of 3500% ROI from our efforts.

Chronos Agency has worked with a variety of brands, including Truly Beauty, Alya Skin, and many more. Our mission is to help real businesses achieve real results. 

If you want to take your revenue to the next level using email marketing, be sure to email our team at sales@chronos.agency or visit chronos.agency to learn more.

Episode Transcript

Intro 0:04

Welcome to the eCommerce Profits Podcast where we feature top founders and experts in the eCommerce industry and take an in depth look at the struggles and successes in growing eCommerce brands profitably.

Joshua Chin 0:21

Hey guys, Josh Chin here I’m the host of the eCommerce Profits Podcast where we feature top experts and founders in the eCommerce industry and go behind the scenes of the struggles and successes in growing a brand. Now this episode is brought to you by Chronos Agency. If you run a direct to consumer, ecommerce brand is ready to scale and to double your customer lifetime value lifecycle marketing Chronos is your company. We’ve helped hundreds of brands scale profits with email, SMS and mobile push while getting an average of 3500% ROI from our efforts, we’ve worked with brands likeTruly Beauty the Oodi Forchicks and many more. And the next step is to email us at Sales@Chronos.Agency or you can go to Chronos.Agency to learn more. And today’s guest is someone really special. His name is Adam Turner. He’s the Co-founder and CEO at PostScript, a mobile messaging platform for eCommerce stores. They run a fully remote team of close to 200 people from all across North America. He’s also an avid snowboarder, and all the brands and names I’ve mentioned previously during the sponsor message happens to be PostScript customers as well. And at Chronos. We’re proud Postscript partner, Adam, welcome to the show.

Adam Turner 1:45

Thanks so much, Josh. It is great to be here. Great to have you as a partner, of course. And excited to chat, all things SMS, conversational commerce remote, whatever you want to talk about. I’m here for it.

Joshua Chin 2:00

It’s been a while, right? I remember first meeting you at Boston Clearview boss COVID-19 I believe was like later in the year. And we were just talking before we hit record, your team was back then, like less than 20 people and today you basically close to 10x, you’re going to close a 10x in headcount by end of the quarter, which is insane. That was like, less than two years ago.

Adam Turner 2:28

It’s It’s wild to think about and when I think about speeding, as well, and just not a whole conference, I just remember like, being in awe of everything that they were putting on. And just like thinking, Okay, like, I guess we’re faking it till we make it. We’ve got a few folks on the team. And now it is, like a very real thing. And SMS is just like, absolutely blowing up. We’ve got over 5000 brands on PostScript today. And it’s just become this crazy thing this along these two years or so you’re right, that it’s two years is a short amount of time, but I do feel that it wasn’t over done, right. Like it’s kind of rip your face off growth. But, uh, yeah, I feel good about about where we are today and some of the things that we put in place to help us

Joshua Chin 3:19

scale. I love that. And you guys are really customer centric company just from, from a partner standpoint, you listen really well as a company. And I think that’s really difficult to do, especially as you scale just from from an outsider’s point of view on what has been helpful in that in that process as you were scaling in maintaining that the essence of what makes postscripts special.

Adam Turner 3:51

Yeah, that’s it’s interesting. It’s a it’s a little bit of a couple of different things. And the first thing that I would say is one we’ve got like ecommerce in our blood, right, so before even starting PostScript, Alex Balor, who’s my co founder, Alex and I worked at a company called stack commerce in Venice Beach. And we ran white labeled ecommerce stores for publishers. So if you think like the CNN store, or the Mashable store, all these publishers would drive traffic to their e commerce store, which essentially we were running. And that was kind of where I like cut my teeth on. You know, more like native commerce or non Amazon commerce and sort of learning more about that running these brands. And really, like understood what I consider like the e commerce equation, right? You’ve got like traffic, you’ve got conversion rate, you’ve got LTV, you’ve got repeat, purchase rate, all these different things. And that’s kind of like where we built the foundation of our e commerce before we started PostScript. So there’s a little bit of that, right. There’s a little bit of having it in our DNA as we started the company, but you’re right That’s not something that you can scale as a founder, right? You can’t just like, yeah, bring people on, especially remotely and like Teach them how ecommerce works. So early on, as we were talking with folks about joining the company, we found that the folks that even had even a little bit of experience on the e commerce side, maybe the brand side knew the platform side, maybe the econ tech side. It just helped a ton because they came to the conversation with like a perspective about how ecommerce should be done. And yeah, in that, in that way, adding more people to the company that had a little bit of that ecommerce DNA themselves, we were able to sort of craft this culture that definitely is, is customer focused customer obsessed, because we love e commerce, right? And we’re just interested in like, how the e commerce brands are building their businesses. And we’re there to like, just bring the SMS perspective and what we what we know about these types of things to the conversation. And so we have, we’ve got lots of employees who are running their own brands, even before they came to PostScript, and they still run them on the side. And so it’s really interesting to have that type of person come to the company, and and bring that perspective.

Joshua Chin 6:13

What’s your role at PostScript? You have three co founders you Colin and Alex, right?

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