Enterprise Customer Success Manager

OneSignal; Oregon, Washington, California (IL, District of Columbia, MO); Remote; USD 110,000 - 140,000; Full time

Job summary

OneSignal is hiring for a versatile Customer Success role in the US, focused on onboarding and retaining clients. This position demands a highly collaborative individual with a solid background in account management, especially with B2B SaaS products, to directly influence customer satisfaction and retention outcomes.

Qualifications

• 5+ years experience in customer success or account management role.
• Experience with B2B SaaS products.
• Excellent written and verbal communication skills.

Responsibilities

• Retain and grow 20 to 40 customers.
• Lead customer onboarding and business reviews.
• Collaborate with product and sales teams.

Skills

Collaboration

Communication

Ownership

Accountability

Tools

Salesforce

Gong

Vitally

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, Colorado, Massachusetts, New York, New Jersey, Oregon, 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. Hiring in Singapore is done in partnership with a local PEO.

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.

About The Team:

OneSignal is seeking a versatile Customer Success role to help manage our US Strategic business by leading implementation and successfully increase the value our partners achieve by messaging their customers. Join us in scaling our enterprise business!

Your responsibilities will include working closely with product, customer support, and sales to onboard, integrate, and scale the OneSignal service for our US partners. The role is focused on retaining/growing an assigned book of customers. For time zone coverage, this individual should ideally be based on the West Coast

What You’ll Do:

• Responsible for retaining and growing 20 to 40 Customers
• Build relationships up and across the organization to achieve success goals
• Contribute to customer onboarding
• Lead customer business reviews
• Write & publish customer feedback internally to support product roadmap
• Collaborative, team-oriented mindset is a requirement

Skills and experience:

• 5+ years experience in an account management (customer success) role; ideally with a B2B SaaS product
• Experience working with Salesforce, Gong, and Vitally
• Understand customer messaging and the user journey is a plus
• You’re highly collaborative with a deep sense of ownership and accountability
• You have excellent written, verbal, and visual communication skills with serious attention to detail and strong organizational skills

The New York and California base salary for this full time position is between $110,000 - $140,000 with an expected On Target Earnings (OTE) between $140,000 and $170,000/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. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on OneSignal. Please inform us if you need assistance completing any forms or to otherwise participate in the application and/or interview process.

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