Senior Customer Success Manager

About the role

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. This role is critical to maintaining our high retention rate while scaling to support our ambitious 2026 growth targets.

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

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.