Head of Customer Success
OuterSignal
Sales & Business Development, Customer Service
United States
Posted on Jan 3, 2026
Location
United States
Employment Type
Full time
Location Type
Remote
Department
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