Senior Customer Success Manager

OuterSignal

Customer Success Manager overseeing brand onboarding and support processes at OuterSignal. Empowering brands with insights for enhanced customer engagement and retention strategies.

Posted 5/29/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own end-to-end onboarding - Lead new brand implementations from kickoff through full activation, ensuring seamless integration and training
Write onboarding and success playbooks - Build and constantly refine the library of use cases and playbooks that brands can employ to win with OuterSignal
Develop custom playbooks - Work with each brand to map OuterSignal's insights to their specific use cases
Train and enable brand teams - Conduct working sessions with founders, marketing, and retention teams so they actually implement winning strategies using OuterSignal data
Monitor brand health and adoption - Proactively track usage patterns and intervene when brands are underutilizing or struggling
Resolve customer issues - Serve as first point of contact for questions, troubleshooting, and support escalations
Drive value realization - Ensure brands see measurable ROI by helping them connect OuterSignal insights to real business outcomes
Feed product insights internally - Act as voice of the customer, surfacing feature requests and friction points to the team

Requirements

What you’ll need

3-6 years in agency account management, customer success, or implementation roles
Experience in eCommerce, DTC brands, or marketing technology strongly preferred
Familiarity with tools like Meta Ads Manager, Klaviyo, Gorgias, SMS platforms, or similar martech
Has worked in fast-paced, high-growth environments - startup or agency
Proven track record of managing multiple client accounts simultaneously
Consultative mindset, strong communicator and data-curious

Benefits

Comp & perks

Impact: Join at the ground floor where your work directly influences company trajectory
Growth: Rapid company growth creates exceptional learning and advancement opportunities
Flexibility: Remote-first culture with autonomy over your work
Team: Work alongside the founding team
Mission: Revolutionizing the way brands understand and market to their customers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboardingcustomer successimplementationdata analysisROI measurementplaybook developmenttroubleshooting

Soft Skills

consultative mindsetstrong communicatordata-curiousleadershiporganizational skills