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OneSignal Logo OneSignal · Customer Service

Customer Success Leader

United States 122000.00 - 183000.00 USD / Year · Job Posted March 12, 2026
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Job Description

OneSignal is looking for a Senior Manager or Director of Customer Success to own and evolve the post-sale customer experience. This is a high-impact leadership role responsible for driving net dollar retention, reducing churn, and up-leveling the team and operational foundation across both scaled and managed CS motions.

Job Responsibility

  • 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 and the managed motion
  • Develop repeatable playbooks for escalation management, renewal execution, expansion motions, and proactive risk intervention
  • Assess the current CSM team's capabilities and build structured enablement programs
  • Own the CS tech stack (Vitaly, Intercom, SFDC, and Google Suite) and partner with RevOps
  • 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
  • Present customer success metrics, forecasts, and strategic recommendations to senior leadership

Requirements

  • 8+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS
  • 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
  • Proven ability to assess, coach, and up-level a CSM team
  • Strong commercial acumen
  • 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
  • Experience managing through change

Nice to have

  • Ownership mentality
  • Operational rigor
  • Empathy and EQ
  • Cross-functional influence
  • Coaching instinct
  • Comfort with ambiguity
  • Hands-on and in the details
  • Clear communication
  • Friendliness & Empathy
  • Accountability & Collaboration
  • Proactiveness & Urgency
  • Growth Mindset & Love of Learning

What we offer

  • Competitive equity program
  • Comprehensive and inclusive benefits
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