Scaled Customer Success Manager

OneSignal, Inc.; Northern (KY); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Equity program

Benefits

Job summary

OneSignal, Inc. is hiring a Scaled Customer Success Manager to engage and grow our Tech Touch customer base.

As a Scaled CSM, you will guide customers from onboarding through adoption at scale, using data-driven insights and strong communication to drive value and retention. You will work cross-functionally with Product, Sales, Marketing, Onboarding and Support, manage a growing cohort of customers, and contribute to programs like Office Hours and Trainings.

Qualifications

• 2+ years of demonstrated success in a Customer Success role.
• Experience managing a large, growing cohort of customers with a solution-oriented mindset at scale.
• Strong communication and interpersonal skills with the ability to build trust with key stakeholders.
• Ability to balance and prioritize multiple tasks and projects.

Responsibilities

• Demonstrate value and drive OneSignal platform adoption in Tech Touch customers to achieve goals.
• Manage inbound customer conversations and leverage on-demand resources to address needs.
• 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 engagement opportunities.
• Identify key aspects of the customer journey to optimize and expand use cases at scale.
• Develop knowledge of the OneSignal platform to apply to various verticals.

Skills

Customer success

Communication

Stakeholder management

Multi-tasking

CS Platforms

KPIs

Problem solving

Job description

OneSignal is the autonomous lifecycle marketing engine for B2C app companies. Marketers can orchestrate the campaigns that onboard, engage, and retain users, increasing LTV and reducing churn. Companies like Zynga, Bitcoin.com , and Philips use OneSignal to drive outcomes with AI that scales with you.

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, Florida, Massachusetts, New York, New Jersey, Ohio, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK, Singapore, and Canada - 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 Francisco and San Mateo in CA, in London, UK, and offer flex seating options for employees to work together in-person in NY and other areas. Hiring in Singapore is done in partnership with a local EOR, and hiring in Canada is done in partnership with Rippling's EOR.

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 collaboration, 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 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. This spans two levels as an IC2 and IC3 at OneSignal. 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.