Head of Customer Success
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Job Description
Head of Customer Success ensuring brands extract maximum value from the e-commerce intelligence platform. Building playbooks and processes for scalability as customer base grows from 150 to 1,500+ customers.
Responsibilities:
- Guide new customers through implementation, ensuring they're set up for success within their first 30 days
- Build and refine onboarding workflows that move customers from setup to activation quickly
- Create resources and documentation that help customers self-serve and unlock value independently
- Proactively monitor customer health metrics and intervene when engagement drops
- Conduct regular check-ins with customers to understand their goals and ensure they're achieving outcomes
- Identify expansion opportunities and work with customers to adopt new features or upgrade plans
- Synthesize customer feedback from calls, tickets, and usage data into clear product recommendations
- Serve as the internal voice of the customer, helping prioritize features that drive retention and satisfaction
- Partner with the founding team to test new use cases and translate them into customer-facing materials
- Develop case studies, best practices, and use case guides that help customers get more from OuterSignal
- Host webinars, office hours, or training sessions that showcase advanced platform capabilities
- Build a knowledge base of common questions, troubleshooting steps, and configuration guides
Requirements:
- 3-5 years in customer success, account management, or customer-facing roles at a B2B SaaS or e-commerce company
- Experience managing a book of business and driving retention, expansion, or customer satisfaction metrics
- Strong communication skills - you can translate technical concepts for non-technical audiences and vice versa
- Proactive and resourceful problem-solver who doesn't wait for instructions to unblock customers
- Familiarity with customer data platforms, enrichment tools, or marketing automation
- Comfortable working in ambiguity and building processes from scratch
Benefits:
- Impact: Join at the ground floor where your work directly influences company trajectory
- Growth: Rapid company growth creates exceptional learning and advancement opportunities
- Flexibility: Remote-first culture with autonomy over your work
- Team: Work alongside the founding team
- Mission: Revolutionizing the way brands understand and market to their customers
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