Customer Success Leader

📋 Description

• • As a Customer Success Leader at OneSignal, you will be instrumental in shaping and elevating the post-sale customer experience for a leading omnichannel customer engagement solution. This is a pivotal leadership role with significant impact, focused on driving net dollar retention (NDR), minimizing churn, and building a robust operational foundation and high-performing team across both scaled and managed customer success motions. You will not merely manage a team; you will be responsible for developing its capabilities, fostering a culture of customer obsession, and transforming customer success into a measurable engine for business growth. This position requires a strategic thinker, a meticulous operator, and a passionate people developer who thrives at the nexus of customer outcomes and business results, with a willingness to dive deep into individual accounts to lead by example.
• • Your primary objective will be to enhance Net Dollar Retention (NDR) by actively promoting expansion within the existing customer base, mitigating contraction, and collaborating closely with the Sales team to identify and capitalize on upsell and cross-sell opportunities. Simultaneously, you will focus on Gross Dollar Retention (GDR) by proactively identifying risks, implementing effective customer health scoring mechanisms, and deploying structured intervention playbooks to significantly reduce logo and revenue churn.
• • You will own the strategy and execution for both scaled (tech-touch, one-to-many) and managed (high-touch, named account) customer success approaches. For the scaled motion, your focus will be on designing and optimizing automated engagement programs, digital touchpoints, and data-driven triggers that foster adoption and retention across the broader customer base. For the managed motion, you will ensure that your Customer Success Managers (CSMs) are providing strategic, consultative partnerships to our most valuable accounts. The overarching goal is to deliver exceptional value and high-quality outcomes to our entire customer base without a linear increase in headcount.
• • A critical aspect of your role will be to establish and maintain comprehensive customer health visibility. This involves building and refining dashboards and reporting systems that provide leadership with a clear, real-time understanding of portfolio health, accurate renewal forecasts, and a well-defined expansion pipeline. This data-driven approach will inform strategic decision-making and proactive engagement.
• • You will be tasked with elevating the entire CSM organization. This includes conducting thorough assessments of current skill levels, identifying specific gaps, and developing structured coaching, enablement, and career development programs. The aim is to transform CSMs from reactive account supporters into proactive, strategic, and consultative partners who deeply understand customer needs and drive value realization.
• • Furthermore, you will be responsible for defining clear performance expectations for the team, directly tied to key business outcomes. You will foster defined career paths and cultivate a culture characterized by accountability, curiosity, and an unwavering commitment to customer success, thereby attracting and retaining top talent within the Customer Success function.
• • Your responsibilities will encompass defining and executing the overarching customer success strategy, ensuring its alignment with company revenue targets and growth objectives. You will oversee the entire post-sale customer lifecycle, from initial onboarding and adoption through to renewal and expansion phases.
• • You will develop and continuously iterate on engagement strategies for both the scaled motion, leveraging automated programs and digital touchpoints, and the managed motion, focusing on high-touch relationships and strategic executive business reviews (QBRs).
• • The creation of repeatable playbooks for critical processes such as escalation management, renewal execution, expansion motions, and proactive risk intervention, tailored to different customer segments, will be a key deliverable.
• • You will assess the current capabilities of the CSM team and build comprehensive enablement programs, including coaching, skill development, role clarity, and career pathing, to foster the transition to proactive, consultative partnerships.
• • You will own and manage the Customer Success technology stack, including tools like Vitaly, Intercom, Salesforce, and Google Suite, and collaborate with RevOps to ensure data accuracy and reporting integrity across all platforms.
• • You will serve as the executive escalation point for at-risk accounts and complex customer relationships, ensuring timely and effective resolution.
• • Driving cross-functional collaboration with Product, Engineering, Sales, Marketing, and Support teams to close the feedback loop and continuously enhance the overall customer experience will be essential.
• • You will regularly present customer success metrics, forecasts, and strategic recommendations to senior leadership, providing clear insights and actionable plans.
• • You will lead from the front, diving into account details, reviewing usage data, participating in customer calls, and understanding the nuances of individual account performance to guide the team effectively.