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. On a mission to democratize customer engagement, we enable over a million businesses to keep their users engaged and up to date by delivering billions of messages daily.

1 in 5 new apps launches using 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 Series C, venture-backed by Signal Fire, Rakuten Ventures, Y Combinator, Hub Spot, and BAM Elevate. We offer remote work as the default option in the United States in California, Colorado, Massachusetts, New York, New Jersey, 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 Mateo, CA and 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.

One Signal 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 healthy life balance and kindness in all our interactions, and focus on ownership and personal growth make One Signal a uniquely great place to work.

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

You won't just manage a team — you'll raise its ceiling. You'll assess where CSMs are today, build the enablement and coaching programs to close skill gaps, and create the systems and culture that turn customer success into a measurable growth engine. The right person for this role is equal parts strategist, operator, and people developer who thrives at the intersection of customer outcomes and business results — and isn't afraid to get into the details of individual accounts to lead from the front.

• 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…