Scaled Customer Success Manager

United States - Remote OneSignal is the autonomous lifecycle marketing engine for B2C app companies. Marketers can orchestrate the campaigns that onboard, engage, and retain users, increasing LTV and reducing churn. Companies like Zynga, Bitcoin.com, and Philips use OneSignal to drive outcomes with AI that scales with you. We’re Series C, venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate. We offer remote work as the default option in the United States in California, Colorado, Florida, Massachusetts, New York, New Jersey, Ohio, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK, Singapore, and Canada - with plans to expand the locations we support in the future. Some roles are hybrid roles and will be listed as such. We have offices in San Francisco and San Mateo in CA, in London, UK, and offer flex seating options for employees to work together in-person in NY and other areas. Hiring in Singapore is done in partnership with a local EOR, and hiring in Canada is done in partnership with Rippling's EOR. OneSignal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on collaboration, and focus on ownership and personal growth make OneSignal a uniquely great place to work. OneSignal is hiring a Scaled Customer Success Manager to engage and grow our Tech Touch customer base. As a Scaled CSM, you'll use your people and communication skills (alongside some technology) to guide our customers towards success, from implementation through adoption at scale. You will take a data-driven approach to support customers with timely and relevant resources throughout their journey. The Scaled CSM role is a perfect role for someone who has an exceptional drive to execute, loves helping customers, has an analytical mindset, and is comfortable forging their own path. What You’ll Do:

Demonstrate value and drive OneSignal platform adoption in the Tech Touch customers to achieve GDR and NDR goals
Manage inbound customer conversations and leverage on-demand resources to ensure our customers’ needs are addressed
Participate in and enhance existing 1:many Programs such as Office Hours and Trainings
Work cross-functionally with Product, Sales, Marketing, Onboarding and Support to surface customer engagement opportunities
Identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale
Develop a knowledge of the OneSignal platform and how to apply it to a variety of verticals to achieve customer outcomes

Skills and experience:

2+ years of demonstrated success in a Customer Success role
Proven history of working a large, growing cohort of customers with a solution-oriented mindset at scale
Strong communication and interpersonal skills, with the ability to build trust quickly with key stakeholders
Ability to balance and prioritize multiple tasks and projects
Experience using Customer Success Platforms
Understanding of Customer Success metrics and KPIs.
Passion for helping customers and a commitment to providing exceptional customer service

The New York and California base salary for this full time position is between $70,000 - $115,000 with an expected On Target Earnings (OTE) between $105,000 and $145,000/year. This spans two levels as an IC2 and IC3 at OneSignal. Your exact starting salary is determined by a number of factors such as your experience,...