Scaled Customer Success Manager

About the role

OneSignal is the autonomous lifecycle marketing engine for B2C app companies, enabling marketers to orchestrate campaigns that onboard, engage, and retain users, increasing LTV and reducing churn. Customers include Zynga, Bitcoin.com, and Philips. The company is Series C, backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate, and offers remote work as the default option across many U.S. states, the UK, Singapore, and Canada, with offices in San Francisco, San Mateo (CA), London (UK), and flex seating for in‑person collaboration in NY and other areas. OneSignal has a lot of the great tech startup qualities you’d expect, but we don’t stop there — its massive scale and small team emphasize collaboration, ownership, and personal growth, making it a uniquely great place to work. OneSignal is hiring a Scaled Customer Success Manager to engage and grow its Tech Touch customer base, using people and communication skills alongside technology to guide customers from implementation through adoption at scale.

Responsibilities

• Demonstrate value and drive OneSignal platform adoption in the Tech Touch customers to achieve GDR and NDR goals
• Manage inbound customer conversations and leverage on-demand resources to ensure customers’ needs are addressed
• Participate in and enhance existing 1:many Programs such as Office Hours and Trainings
• Work cross-functionally with Product, Sales, Marketing, Onboarding and Support to surface customer engagement opportunities
• Identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale
• Develop a knowledge of the OneSignal platform and how to apply it to a variety of verticals to achieve customer outcomes

Skills

• 2+ years of demonstrated success in a Customer Success role
• Proven history of working a large, growing cohort of customers with a solution‑oriented mindset at scale
• Strong communication and interpersonal skills, with the ability to build trust quickly with key stakeholders
• Ability to balance and prioritize multiple tasks and projects
• Experience using Customer Success Platforms
• Understanding of Customer Success metrics and KPIs
• Passion for helping customers and a commitment to providing exceptional customer service
• Friendliness & Empathy
• Accountability & Collaboration
• Proactiveness & Urgency
• Growth Mindset & Love of Learning

Benefits

Remote work is the default option in the United States (CA, CO, FL, MA, NY, NJ, OH, OR, PA, TX, UT, WA), the UK, Singapore, and Canada, with offices in San Francisco and San Mateo (CA), London (UK), and flex seating for in‑person collaboration in NY and other areas. Hiring in Singapore is done in partnership with a