[Hiring] Customer Success Leader @OneSignal

About The Team:

Outcomes You'll Drive

• Net Dollar Retention (NDR): Own and improve NDR by driving expansion, reducing contraction, and partnering with Sales to identify and close upsell and cross-sell opportunities within the existing customer base.
• Gross Dollar Retention (GDR): Decrease logo and revenue churn through proactive risk identification, health scoring, and structured intervention playbooks.
• Scaled & Managed CS Operations: Own strategy and execution across both the scaled (tech-touch, one-to-many) and managed (high-touch, named account) motions. On the scaled side, design and optimize automated engagement programs, digital touchpoints, and data-driven triggers that drive adoption and retention across the long tail of the customer base. On the managed side, ensure CSMs are delivering strategic, consultative partnerships to your highest-value accounts. The goal: deliver high-quality outcomes across the full customer base without scaling headcount linearly.
• Customer Health Visibility: Build and maintain dashboards and reporting that give leadership a clear, real-time view of portfolio health, renewal forecasts, and expansion pipeline.
• CSM Team Development: Raise the bar across the CSM organization. Assess current skill levels, identify gaps, and build structured coaching, enablement, and career development programs that up-level individual contributors into strategic, consultative customer partners. This isn't about maintaining — it's about transforming the capability of the team.
• Team Performance & Retention: Set clear performance expectations tied to business outcomes, build defined career paths, and create a culture of accountability, curiosity, and customer obsession that attracts and retains top CS talent.

What You'll Do

• Define and execute the customer success strategy aligned with company revenue targets and growth objectives.
• Own the full customer lifecycle post-sale — from onboarding and adoption through renewal and expansion.
• Build and iterate on engagement strategies across the scaled motion (automated programs, digital touchpoints, lifecycle triggers) and the managed motion (named CSM relationships, strategic QBRs, executive alignment).
• Develop repeatable playbooks for escalation management, renewal execution, expansion motions, and proactive risk intervention — tailored to each segment.
• Assess the current CSM team's capabilities and build structured enablement programs — coaching, skill development, role clarity, and career pathing — that elevate CSMs from reactive account support to proactive, consultative partners.
• Own the CS tech stack (Vitaly, Intercom, SFDC, and Google Suite) and partner with RevOps to ensure data accuracy and reporting integrity across CRM and CS platforms.
• Act as the executive escalation point for at-risk accounts and complex customer relationships.
• Drive cross-functional collaboration with Product, Engineering, Sales, Marketing, and Support to close the feedback loop and improve the customer experience.
• Present customer success metrics, forecasts, and strategic recommendations to senior leadership on a regular cadence.

Skills & Experience

• 8+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS, with at least 3–5 years leading and scaling a CS team.
• Demonstrated track record of owning and improving NDR and GDR metrics in a SaaS environment.
• Deep experience operating across both scaled (digital, tech-touch, one-to-many) and managed (named account, high-touch) CS motions — including designing playbooks, health scores, segmentation frameworks, and automated engagement programs.
• Proven ability to assess, coach, and up-level a CSM team.
• Strong commercial acumen: comfortable owning a renewal and expansion forecast, building pipeline, and collaborating with Sales on account strategy.
• Proficiency with CS platforms (Gainsight, ChurnZero, Totango) and CRM systems (Salesforce, HubSpot).
• Data-driven mindset with the ability to translate customer health data into actionable strategy and executive-ready reporting.
• Experience managing through change — whether that's org design, tool migration, process overhaul, or rapid headcount growth.

Soft Skills That Matter Here

• Ownership mentality: You treat the business like it's yours. You don't wait to be told — you see the gap, build the plan, and move.
• Operational rigor: You bring structure to ambiguity. You can zoom out to set strategy and zoom in to inspect the details that make execution excellent.
• Empathy and EQ: You understand what motivates your team and what your customers actually need — not just what they say. You build trust quickly and maintain it through transparency.
• Cross-functional influence: You're effective at driving alignment across Sales, Product, and Engineering without positional authority. You lead through clarity and credibility.
• Coaching instinct: You get energy from developing people. You know how to set high bars while giving your team the support to clear them.
• Comfort with ambiguity: You've operated in high-growth environments where the playbook doesn't exist yet — and you're energized, not intimidated, by building it.
• Hands-on and in the details: You don't lead from dashboards alone. You know your accounts — you dig into usage data, sit in on customer calls, review CSM prep and follow-through, and can speak fluently about what's happening at the account level. You lead from the front, not from 30,000 feet.
• Clear communication: You can present to the C-suite, rally your team in a Monday standup, and write a crisp Slack message with equal effectiveness.