Senior Customer Success Manager

OuterSignal

36d • Remote

About The Position

OuterSignal is seeking its first dedicated customer success hire to sit at the intersection of strategic consulting, technical implementation, and customer success operations. This role is critical to maintaining our high retention rate while scaling to support ambitious 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 the company is positioned to maintain service excellence.

OuterSignal is building the customer intelligence layer for commerce, enriching orders with professional and personal signals to unlock personas and power various customer outreach and analytics functions. The company serves hundreds of brands and is experiencing rapid growth within its first six months of operation. It is a small, high-performing team backed by a strong investor base.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed