Senior Customer Success Manager

About OuterSignal

We are building the customer intelligence and personalization layer for consumer businesses. Every business knows when an order comes in or a user signs up, but they only see 5% of the real story.

We show them the other 95%: not just who’s buying, but who that person actually is. That includes the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every customer in real time with professional and personal signals, builds 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 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

• Write and constantly refine the library of adoption and success playbooks and use cases that brands can use to win with OuterSignal

• Develop custom playbooks with each brand, mapping OuterSignal’s insights to their specific use cases

• Train brand teams through working sessions with founders, marketing, and retention teams, so they actually implement winning strategies using OuterSignal data

• Monitor brand health and adoption, tracking usage patterns and stepping in when brands are underutilizing the platform or struggling

• Resolve customer issues as the first point of contact for questions, troubleshooting, and support escalations

• Make sure brands see measurable ROI by helping them connect OuterSignal insights to real business outcomes

• Act as the 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

• Experience in fast-paced, high-growth environments, at a startup or an agency

• Proven track record of managing multiple client accounts at once

• Consultative mindset, strong communicator, and data-curious

What We Offer

• Impact: Join at the ground floor where your work directly influences company trajectory

• Growth: Real brands already rely on us and we’re scaling fast, which means exceptional learning opportunities and room to grow with the company

• Upside: Meaningful equity in a venture-backed company defining a new category

• Team: Work directly with the founders and experienced operators

• Flexibility: Remote-first culture with autonomy over your work

How to Apply

Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.

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