Senior Customer Success Manager: Onboarding & Adoption

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

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.