Senior Customer Success Manager

OuterSignal; Wilmington (DE); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first culture

Autonomy over your work

Work with founding team

Job summary

OuterSignal is seeking a Senior Customer Success Manager to sit at the intersection of strategic consulting, technical implementation, and customer success operations. Think agency account lead meets technical implementation specialist, capable of kickoff calls, CX team training, data integration troubleshooting, and quarterly business reviews.

This role is critical to maintaining our high retention rate while scaling to support ambitious 2026 growth targets.

Qualifications

• 3–6 years in agency account management, customer success or implementation roles.
• Experience in ecommerce, DTC brands, or marketing technology.
• Familiar with Martech tools such as Meta Ads Manager, Klaviyo, Gorgias, or SMS platforms.
• Proven ability to manage multiple client accounts simultaneously.
• Consultative mindset with strong communication and data-curiosity.

Responsibilities

• Own end-to-end onboarding—Lead new brand implementations from kickoff through full activation.
• Write onboarding and success playbooks—build and refine use cases for brands.
• Develop custom playbooks—map OuterSignal insights to brand use cases.
• Train and enable brand teams—run workshops to ensure implementation of winning strategies.
• Monitor brand health and adoption—track usage and intervene as needed.
• Resolve customer issues—act as first contact for troubleshooting.
• Drive value realization—show measurable ROI and connect insights to outcomes.
• Feed product insights internally—surface customer requests and friction points.

Skills

Agency account management

Customer success

Implementation

Ecommerce

DTC brands

Martech tools

Multiclient management

Consultative mindset

Strong communicator

Data-curious

Tools

Meta Ads Manager

Klaviyo

Gorgias

SMS platforms

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 are seeking a Senior CSM 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

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