Scaled Customer Success Manager

OneSignal; Tottenham; Remote; USD 70,000 - 115,000; Full time

Job summary

An innovative firm is seeking a Scaled Customer Success Manager to enhance customer engagement and drive platform adoption. This role involves using strong communication and analytical skills to guide customers from implementation to success. You'll collaborate cross-functionally to optimize customer journeys and ensure their needs are met. With a focus on personal growth and a healthy work-life balance, this position offers a unique opportunity to make a significant impact in a dynamic environment. If you're passionate about helping customers and thrive in a fast-paced setting, this role is perfect for you.

Benefits

Competitive equity program

Comprehensive benefits

Flexible work options

Healthy work-life balance

Qualifications

• 2+ years of success in Customer Success roles with a solution-oriented approach.
• Strong communication skills and ability to build trust with stakeholders.

Responsibilities

• Drive platform adoption and achieve GDR and NDR goals.
• Manage customer conversations and leverage resources for their needs.

Skills

Customer Success Management

Communication Skills

Interpersonal Skills

Analytical Mindset

Time Management

Customer Success Metrics Understanding

Solution-Oriented Mindset

Tools

Customer Success Platforms

Job description

OneSignal is a leading omnichannel customer engagement solution, powering personalized customer journeys across mobile and web push notifications, in-app messaging, SMS, and email. On a mission to democratize engagement, we enable over a million businesses to keep their users - including readers, fans, players and shoppers - engaged and up to date by delivering billions of messages daily.

1 in 5 new apps launches using OneSignal! We support companies in 140 countries, including Zynga, USA Today, Bitcoin.com, Eventbrite, Tribune, and many more - from startups and small businesses just getting off the ground to established companies communicating with millions of customers.

We’re Series C, venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate. We offer remote work as the default option in the United States in California, New York, New Jersey, Pennsylvania, Texas, Utah and Washington, as well as in the UK and Singapore - with plans to expand the locations we support in the future. Some roles are hybrid roles and will be listed as such. We have offices in San Mateo, CA and London, UK, and offer flex seating options for employees to work together in-person where we don't have offices.

OneSignal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on healthy life balance and kindness in all our interactions, and focus on ownership and personal growth make OneSignal a uniquely great place to work.

OneSignal is hiring a Scaled Customer Success Manager to engage and grow our Tech Touch customer base. As a Scaled CSM, you'll use your people and communication skills (alongside some technology) to guide our customers towards success, from implementation through adoption at scale.

You will take a data-driven approach to support customers with timely and relevant resources throughout their journey. The Scaled CSM role is a perfect role for someone who has an exceptional drive to execute, loves helping customers, has an analytical mindset, and is comfortable forging their own path.

What You’ll Do:

• 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 our 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 and experience:

• 2+ years of demonstrated success in a Customer Success role.
• Proven history of working with 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.

The New York and California base salary for this full time position is between $70,000 - $115,000 with an expected On Target Earnings (OTE) between $105,000 and $145,000/year. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. In addition to base salary, we also offer a competitive equity program and comprehensive and inclusive benefits.

Qualities we look for:

• Friendliness & Empathy
• Accountability & Collaboration
• Proactiveness & Urgency
• Growth Mindset & Love of Learning

In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status.