Customer Success Manager

We are building the customer intelligence layer for commerce. Brands know when an order comes in, but they only see ~5% of the real story. We show them the other 95%: not just who bought, but who that person is—the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every order in real time with professional + personal signals, unlocks personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads.

We're a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base.

What You’ll Do

• Support new brand onboardings — help coordinate kickoffs, prepare materials, and ensure customers get activated quickly and smoothly

• Assist in developing playbooks — contribute to the library of use cases and best practices that help brands win with OuterSignal

• Help brands with setup and training — lead working sessions with brand teams to walk through the platform and drive adoption

• Monitor account health — track usage across your book of accounts and flag risks or opportunities to the team

• Handle customer support — serve as a first point of contact for questions, troubleshooting, and escalations

• Help surface product insights — document customer feedback and share patterns with the team to inform the product roadmap

• Learn the business — develop a deep understanding of eCommerce, DTC brand operations, and martech so you can speak credibly to customers

What We're Looking For

• 2–4 years of experience in customer success, account management, agency client services, or a related customer-facing role

• Genuine interest in eCommerce, DTC brands, or marketing technology

• Exposure to tools like Klaviyo, Meta Ads Manager, Gorgias, or similar martech is a plus — but not required

• Strong communicator, both written and verbal — you can explain things clearly and follow through consistently

• Organized and detail-oriented — you can manage multiple customers at once without things falling through the cracks

• Curious and coachable — you ask good questions, take feedback well, and want to grow fast

• Comfortable in ambiguity — you don't need everything figured out to get started