Customer Success Leader

One Signal is a leading omnichannel customer engagement solution, powering personalized customer journeys across mobile and web push notifications, in‑app messaging, SMS, and email. Our mission is to democratize customer engagement, enabling over a million businesses to keep their users engaged and up to date by delivering billions of messages daily. One in five new app launches use One Signal, and we support companies in 140 countries.

Our customers range from startups and small businesses just getting off the ground to established companies such as Zynga, USA Today, , Eventbrite, Tribune, and many more.

We're looking for a Senior Manager or Director of Customer Success to own and evolve the post‑sale customer experience at One Signal.

This high‑impact leadership role will drive net dollar retention, reduce churn, and elevate the team and operational foundation across both our scaled and managed CS motions.

• 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.

• 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 Rev Ops 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.

• 8+ years in Customer Success, Account Management, or a related customer‑facing role in B2B SaaS, with at least 3–5 years…