Senior Customer Success Manager
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 serve hundreds of brands and are growing 50% month-over-month - all within our first 6 months of operation. 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 our first dedicated customer success hire 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.