Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete onboarding process - Guide new brand implementations from the initial kickoff to full activation, ensuring a smooth integration and training experience.

• Create onboarding and success playbooks - Develop and continuously enhance a library of use cases and playbooks that brands can utilize to succeed with OuterSignal.

• Design custom playbooks - Collaborate with each brand to align OuterSignal's insights with their unique use cases.

• Train and empower brand teams - Facilitate working sessions with founders, marketing, and retention teams to ensure they effectively execute winning strategies using OuterSignal data.

• Monitor brand health and adoption - Actively track usage patterns and intervene when brands are underutilizing the service or facing challenges.

• Address customer issues - Serve as the primary point of contact for inquiries, troubleshooting, and support escalations.

• Drive value realization - Ensure that brands achieve measurable ROI by helping them connect OuterSignal insights to tangible business outcomes.

• Provide internal product insights - Represent the voice of the customer by highlighting feature requests and pain points to the team.

⛳️ Requirements

• 3-6 years of experience in agency account management, customer success, or implementation roles.

• Strong preference for experience in eCommerce, DTC brands, or marketing technology.

• Familiarity with tools such as Meta Ads Manager, Klaviyo, Gorgias, SMS platforms, or similar marketing technology.

• Experience in fast-paced, high-growth environments, such as startups or agencies.

• Proven ability to manage multiple client accounts simultaneously.

• Consultative mindset with excellent communication skills and a data-driven curiosity.

🏝️ Benefits

• Impact: Join at the foundational level where your contributions directly affect the company's trajectory.

• Growth: Rapid company expansion provides outstanding learning and advancement opportunities.

• Flexibility: Embrace a remote-first culture that grants you autonomy over your work.

• Team: Collaborate with the founding team.

• Mission: Transforming the way brands understand and engage with their customers.