OneSignal

Compensation

Full Description

About The Team: We're looking for a Senior Manager or Director of Customer Success to own and evolve the post-sale customer experience at OneSignal. This 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. 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. The New York and California base salary for this full time position is between $122,000 - $183,000 with an expected On Target Earnings (OTE) between $140,000 and $222,000/year. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. ** This compensation range spans two levels, Sr. Manager and Director. In addition to base salary, we also offer a competitive equity program and comprehensive and inclusive benefits.