Senior Customer Success Manager

Job description

About OuterSignal We are building the customer intelligence layer for commerce. Brands know when an order comes in, but they only see ~5% of the real story. We show them the other 95%: not just who bought, but who that person is - the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every order in real time with professional + personal signals, unlocks personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads. We're a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base. The Opportunity We are seeking a Senior CSM to sit at the intersection of strategic consulting, technical implementation, and customer success operations. Think: agency account lead meets technical implementation specialist. Someone who can run a kickoff call, train a CX team, troubleshoot a data integration, build a custom playbook, and conduct a quarterly business review - all in the same week. This role is critical to maintaining our high retention rate while scaling to support our ambitious 2026 growth targets. Success means OuterSignal has a customer experience that scales. Customers feel supported and get value quickly. Use cases expand organically. The product team has clear customer insights. And we're positioned to maintain the service excellence our customers deserve. What You’ll Do - 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 What We're Looking For - 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 What We Offer - 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 How to Apply Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities. OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.