Customer Success Manager

About The Company

OneSignal is a leading provider of omnichannel customer engagement solutions, empowering businesses worldwide to deliver personalized experiences across mobile and web platforms. With a mission to democratize customer engagement, OneSignal manages over 1\.3 trillion messages annually, reaching a global user base of approximately 1\.5 billion active users each month. Trusted by one in four app publishers, the company supports a diverse clientele ranging from startups and small businesses to large enterprises such as Live Nation, American Express, Whole Foods, Zynga, and Bitcoin.com. Headquartered in San Mateo, California, and London, UK, OneSignal operates with a remote-first approach in multiple countries, including the United States, UK, Singapore, and Canada, fostering a collaborative and innovative work environment backed by prominent venture capital firms like SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate.

About The Role

We are seeking a dedicated and proactive Scaled Customer Success Manager to join our team. In this role, you will focus on engaging and growing our Tech Touch customer base by guiding clients through onboarding, adoption, and expansion of the OneSignal platform at scale. Your primary responsibility will be to ensure customer success by leveraging your communication skills, analytical mindset, and technology proficiency to deliver value, optimize engagement, and achieve key business metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR). You will work cross-functionally with teams across Product, Sales, Marketing, Support, and Onboarding to identify opportunities for customer growth and satisfaction, enhance existing programs, and contribute to the continuous improvement of customer success initiatives.

Qualifications

• Minimum of 2\+ years of experience in a Customer Success role or similar customer-facing position
• Proven success managing a large and growing customer cohort with a solution-oriented approach
• Strong interpersonal and communication skills, capable of building trust quickly with stakeholders
• Experience with Customer Success Platforms and familiarity with key metrics and KPIs
• Ability to prioritize multiple tasks and projects effectively
• Passion for customer service and a commitment to delivering exceptional support
• Technical aptitude to develop a thorough understanding of the OneSignal platform and its applications across various verticals

Responsibilities

• Demonstrate value and drive platform adoption among Tech Touch customers to meet GDR and NDR goals
• Manage inbound customer inquiries and utilize on-demand resources to address customer needs efficiently
• Participate in and enhance scalable programs such as Office Hours and Training sessions to support customer success
• Collaborate cross-functionally with Product, Sales, Marketing, Onboarding, and Support teams to identify engagement opportunities
• Identify and optimize key stages of the customer journey to improve overall customer health and expand use cases at scale
• Develop deep knowledge of the OneSignal platform to effectively apply it across different industries for customer outcomes
• Monitor customer health metrics and proactively address potential issues to ensure high retention and satisfaction

Benefits

• Competitive salary range between $70,000 - $115,000, with an expected On Target Earnings (OTE) of $105,000 - $145,000/year based on experience and qualifications
• Comprehensive equity package to align your success with company growth
• Inclusive benefits package, including health, dental, and vision insurance
• Flexible remote work options in the U.S., UK, Singapore, and Canada, with opportunities for hybrid arrangements
• Support for professional development and growth within a dynamic and innovative environment
• Access to collaborative workspaces and flexible seating arrangements in select locations

Equal Opportunity

OneSignal is committed to fostering an inclusive and diverse workplace. We do not discriminate against any employee or applicant based on race, color, ancestry, national origin, religion, age, gender, marital or domestic partner status, sexual orientation, gender identity, disability, veteran status, or any other protected category. We strive to prevent all forms of discrimination and harassment, ensuring an equitable environment where everyone can succeed. Applicants with disabilities are encouraged to request reasonable accommodations to participate fully in the application and interview process. We believe that diversity and inclusion are vital to our success and are dedicated to creating a workplace where all individuals are valued and empowered.