Engage and grow a scaled Tech Touch customer base by driving OneSignal adoption, managing inbound conversations, delivering 1:many programs, and improving customer health. The role partners cross-functionally to identify engagement and expansion opportunities, uses data to provide relevant resources, and guides customers from implementation through adoption at scale.
OneSignal is the autonomous lifecycle marketing engine for B2C app companies. Marketers can orchestrate the campaigns that onboard, engage, and retain users, increasing LTV and reducing churn. Companies like Zynga, Bitcoin.com, and Philips use OneSignal to drive outcomes with AI that scales with you.
We’re Series C, venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate. We offer remote work as the default option in the United States in California, Colorado, Florida, Massachusetts, New York, New Jersey, Ohio, 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 Francisco and San Mateo in CA, in 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.
OneSignal 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 collaboration, and focus on ownership and personal growth make OneSignal a uniquely great place to work.
OneSignal is hiring a Scaled Customer Success Manager to engage and grow our Tech Touch customer base. As a Scaled CSM, you'll use your people and communication skills (alongside some technology) to guide our customers towards success, from implementation through adoption at scale.
You will take a data-driven approach to support customers with timely and relevant resources throughout their journey. The Scaled CSM role is a perfect role for someone who has an exceptional drive to execute, loves helping customers, has an analytical mindset, and is comfortable forging their own path.
What You’ll Do:
- Demonstrate value and drive OneSignal platform adoption in the Tech Touch customers to achieve GDR and NDR goals
- Manage inbound customer conversations and leverage on-demand resources to ensure our customers’ needs are addressed
- Participate in and enhance existing 1:many Programs such as Office Hours and Trainings
- Work cross-functionally with Product, Sales, Marketing, Onboarding and Support to surface customer engagement opportunities
- Identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale
- Develop a knowledge of the OneSignal platform and how to apply it to a variety of verticals to achieve customer outcomes
Skills and experience:
- 2+ years of demonstrated success in a Customer Success role
- Proven history of working a large, growing cohort of customers with a solution-oriented mindset at scale
- Strong communication and interpersonal skills, with the ability to build trust quickly with key stakeholders
- Ability to balance and prioritize multiple tasks and projects
- Experience using Customer Success Platforms
- Understanding of Customer Success metrics and KPIs.
- Passion for helping customers and a commitment to providing exceptional customer service
The New York and California base salary for this full time position is between $70,000 - $115,000 with an expected On Target Earnings (OTE) between $105,000 and $145,000/year. This spans two levels as an IC2 and IC3 at OneSignal. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. In addition to base salary, we also offer a competitive equity program and comprehensive and inclusive benefits.
Qualities we look for:- Friendliness & Empathy
- Accountability & Collaboration
- Proactiveness & Urgency
- Growth Mindset & Love of Learning
In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on OneSignal. Please inform us if you need assistance completing any forms or to otherwise participate in the application and/or interview process.
OneSignal collects and processes personal data submitted by job applicants in accordance with our Privacy Policy - including GDPR and CCPA compliance. Please see our privacy notice for job applicants.
Similar Jobs
HR Tech • Information Technology • Productivity • Software
Own retention and renewals for mid-market and SMB B2B SaaS customers. Manage renewal conversations for larger accounts, build scaled customer-success programs for smaller accounts, monitor health scores, identify churn risks, drive feature adoption, generate expansion and annual-conversion leads, and provide evidence-based feedback to Product. The role also requires reporting, automation-tool expertise, AI fluency, and managing a book of hundreds of accounts.
Top Skills:
AmplitudeClaudeCustomer.IoHubspotIntercomSQL
Fintech • Software
Manage a shared portfolio of SMB customers, driving retention, renewals, expansion, and product adoption. Use customer health metrics and usage data to prioritize outreach, reduce churn, and identify upsell opportunities. Lead customer training sessions and webinars, consult with finance and accounting stakeholders, document follow-ups, and collaborate with Sales, Support, Product, and Operations. The role requires quota ownership, strong communication, financial statement knowledge, and familiarity with accounting systems.
Top Skills:
ExcelGainsightIntacctNetSuiteQuickbooksSalesforce
eCommerce • Software
Own scaled and direct customer success strategies for Helium 10 Ads and Amazon Seller Central advertising customers. Design onboarding, adoption, retention, renewal, and expansion programs using playbooks, automation, content, and performance data. Manage strategic accounts, conduct business reviews, identify growth opportunities, optimize advertising ROI, and guide cross-functional teams. Independently develop and test engagement initiatives, evaluate self-service experiences, and improve customer outcomes across a broad advertising portfolio.
Top Skills:
Amazon Seller Central AdsAnalytics ToolsAutomation ToolsCrm SoftwareCustomer Data PlatformsHelium 10 AdsMarketing Platforms
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
