Customer Success Manager

OuterSignal; Wilmington (DE); Remote; USD 70,000 - 95,000; Full time

Job summary

OuterSignal, a customer intelligence platform for ecommerce, is seeking a curious Customer Success Manager to help brands maximize value from our data.

You'll onboard new customers, support day-to-day success, and collaborate with product to translate feedback into improvements. This role offers remote-first flexibility and clear growth opportunities within a fast-moving startup.

Qualifications

• 2-4 years of experience in customer success, account management, agency client services, or a related customer-facing role.
• Genuine interest in eCommerce, DTC brands, or marketing technology.
• Exposure to tools like Klaviyo, Meta Ads Manager, Gorgias, or similar martech is a plus — but not required.
• Strong communicator, both written and verbal — you can explain things clearly and follow through consistently.
• Organized and detail-oriented — you can manage multiple customers at once without things falling through the cracks.
• Curious and coachable — you ask good questions, take feedback well, and want to grow fast.
• Comfortable in ambiguity — you don't need everything figured out to get started.

Responsibilities

• Support new brand onboardings — help coordinate kickoffs, prepare materials, and ensure customers get activated quickly and smoothly
• Assist in developing playbooks — contribute to the library of use cases and best practices that help brands win with OuterSignal
• Help brands with setup and training — lead working sessions with brand teams to walk through the platform and drive adoption
• Monitor account health — track usage across your book of accounts and flag risks or opportunities to the team
• Handle customer support — serve as a first point of contact for questions, troubleshooting, and escalations
• Help surface product insights — document customer feedback and share patterns with the team to inform the product roadmap
• Learn the business — develop a deep understanding of eCommerce, DTC brand operations, and martech so you can speak credibly to customers

Skills

Customer success

Onboarding

Account management

Martech exposure

Job description

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'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're looking for a curious, motivated Customer Success Manager to help our growing brand base get real value out of OuterSignal. This is a ground-floor role on a fast-moving team — you'll work closely with experienced colleagues to onboard new customers, support day-to-day success operations, and help brands turn data into action. It's a great fit for someone who's eager to learn the craft of customer success in a high-growth environment, and who wants real ownership early in their career.

What You’ll Do

• Support new brand onboardings — help coordinate kickoffs, prepare materials, and ensure customers get activated quickly and smoothly

• Assist in developing playbooks — contribute to the library of use cases and best practices that help brands win with OuterSignal

• Help brands with setup and training — lead working sessions with brand teams to walk through the platform and drive adoption

• Monitor account health — track usage across your book of accounts and flag risks or opportunities to the team

• Handle customer support — serve as a first point of contact for questions, troubleshooting, and escalations

• Help surface product insights — document customer feedback and share patterns with the team to inform the product roadmap

• Learn the business — develop a deep understanding of eCommerce, DTC brand operations, and martech so you can speak credibly to customers

What We're Looking For

• 2-4 years of experience in customer success, account management, agency client services, or a related customer-facing role

• Genuine interest in eCommerce, DTC brands, or marketing technology

• Exposure to tools like Klaviyo, Meta Ads Manager, Gorgias, or similar martech is a plus — but not required

• Strong communicator, both written and verbal — you can explain things clearly and follow through consistently

• Organized and detail-oriented — you can manage multiple customers at once without things falling through the cracks

• Curious and coachable — you ask good questions, take feedback well, and want to grow fast

• Comfortable in ambiguity — you don't need everything figured out to get started

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 — this role is designed to grow with you

• Flexibility: Remote-first culture with autonomy over your work

• Team: Work directly alongside the founding team

• Mission: Revolutionizing the way brands understand and market to their customers

OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.