Senior Customer Success Manager

OuterSignal is building the customer intelligence layer for commerce, seeking their first dedicated customer success hire. This role is critical for maintaining high retention rates while scaling to support ambitious growth targets, involving onboarding, training, and ensuring customer satisfaction.

Responsibilities:

• 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