Customer Success Leader

OneSignal

About The Position

We're looking for a Senior Manager or Director of Customer Success to own and evolve the post-sale customer experience at OneSignal. This is a high-impact leadership role where you'll be responsible for driving net dollar retention, reducing churn, and up-leveling the team and operational foundation across both our scaled and managed CS motions. You won't just manage a team — you'll raise its ceiling. You'll assess where CSMs are today, build the enablement and coaching programs to close skill gaps, and create the systems and culture that turn customer success into a measurable growth engine. The right person for this role is equal parts strategist, operator, and people developer who thrives at the intersection of customer outcomes and business results — and isn't afraid to get into the details of individual accounts to lead from the front.

Requirements

8+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS, with at least 3–5 years leading and scaling a CS team.
Demonstrated track record of owning and improving NDR and GDR metrics in a SaaS environment.
Deep experience operating across both scaled (digital, tech-touch, one-to-many) and managed (named account, high-touch) CS motions — including designing playbooks, health scores, segmentation frameworks, and automated engagement programs.
Proven ability to assess, coach, and up-level a CSM team.
Strong commercial acumen: comfortable owning a renewal and expansion forecast, building pipeline, and collaborating with Sales on account strategy.
Proficiency with CS platforms (Gainsight, ChurnZero, Totango) and CRM systems (Salesforce, HubSpot).
Data-driven mindset with the ability to translate customer health data into actionable strategy and executive-ready reporting.
Experience managing through change — whether that's org design, tool migration, process overhaul, or rapid headcount growth.

Responsibilities

Define and execute the customer success strategy aligned with company revenue targets and growth objectives.
Own the full customer lifecycle post-sale — from onboarding and adoption through renewal and expansion.
Build and iterate on engagement strategies across the scaled motion (automated programs, digital touchpoints, lifecycle triggers) and the managed motion (named CSM relationships, strategic QBRs, executive alignment).
Develop repeatable playbooks for escalation management, renewal execution, expansion motions, and proactive risk intervention — tailored to each segment.
Assess the current CSM team's capabilities and build structured enablement programs — coaching, skill development, role clarity, and career pathing — that elevate CSMs from reactive account support to proactive, consultative partners.
Own the CS tech stack (Vitaly, Intercom, SFDC, and Google Suite) and partner with RevOps to ensure data accuracy and reporting integrity across CRM and CS platforms.
Act as the executive escalation point for at-risk accounts and complex customer relationships.
Drive cross-functional collaboration with Product, Engineering, Sales, Marketing, and Support to close the feedback loop and improve the customer experience.
Present customer success metrics, forecasts, and strategic recommendations to senior leadership on a regular cadence.