Head of Customer Success

About OuterSignal

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 serve 150+ brands and are growing 50% month-over-month - all within our first 6 months of operation. We're a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base.
The Opportunity

We're looking for a Head of Customer Success to join our founding team and be an integral part of the post-sale experience for our rapidly growing customer base, ensuring brands extract maximum value from our platform while identifying opportunities to expand and improve our product.

This role sits at the intersection of customer advocacy, product development, and revenue growth. You'll work directly with brand founders and marketing leaders, translating their needs into actionable insights that shape our roadmap. As one of our first customer success hires, you'll build the playbooks, processes, and systems that scale with us from 150 to 1,500+ customers.

What You’ll Own

Customer Onboarding & Activation:

• 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

Customer Retention & Growth:

• 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

Product Feedback & Advocacy:

• 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

Customer Education & Enablement:

• 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
  

What We're Looking For

Core Qualifications:

• 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
  

What We Offer

• 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