Scaled Customer Success Manager

As a Scaled Customer Success Manager at OneSignal, your main responsibilities include demonstrating the value of the OneSignal platform to Tech Touch customers, managing inbound queries, participating in multi-customer programs, and collaborating with cross-functional teams to enhance customer engagement. Your role is critical in guiding customers from implementation to widespread adoption while ensuring their needs are met throughout their journey.

To qualify for the Scaled Customer Success Manager position at OneSignal, candidates should have at least 2 years of experience in a Customer Success role, showcasing a solution-oriented mindset. Strong communication, interpersonal skills, and an understanding of Customer Success metrics are essential. A passion for customer service and the ability to handle multiple projects effectively are also key to excelling in this role.

At OneSignal, the base salary for the Scaled Customer Success Manager role ranges from $70,000 to $115,000, depending on your experience and qualifications. With an expected On Target Earnings (OTE) between $105,000 and $145,000 annually, OneSignal also provides a competitive equity program and comprehensive benefits, making it an attractive opportunity for aspiring customer success professionals.

Key skills for success as a Scaled Customer Success Manager at OneSignal include exceptional communication and interpersonal abilities, a strong analytical mindset, proficiency in using Customer Success Platforms, and a deep understanding of KPIs related to customer success. Additionally, qualities such as friendliness, empathy, accountability, and a proactive approach are highly valued within our team.

OneSignal places a high value on work-life balance, particularly for the Scaled Customer Success Manager role. Remote work is the default option for our employees across various locations, including Austin, London, and NYC. Additionally, our company fosters a culture of kindness and personal growth, enabling staff members to thrive personally and professionally while juggling their responsibilities.

To prioritize tasks effectively as a Scaled Customer Success Manager, consider the urgency and importance of each project. Use tools like to-do lists or project management software to keep track of deadlines. Communicate with team members to understand customer needs, ensuring that high-impact tasks that drive customer engagements are addressed first.

When responding to this question, provide a specific example where you utilized data and communication skills to assist a customer. Highlight your proactive approach in understanding their requirements, offering tailored solutions, and ultimately how your guidance resulted in positive outcomes.

Building rapport with customers involves active listening, being responsive, and showing genuine interest in their success. Share specific strategies like personalizing communication, following up on previous discussions, and demonstrating empathy in challenging situations. These tactics convey commitment and establish trust.

When answering this question, discuss your experience analyzing customer data to identify trends and inform strategies. Detail how you utilized metrics such as usage rates or feedback scores to implement changes and deliver solutions that enhanced customer satisfaction and engagement.

Discuss various Customer Success Platforms or CRM tools you have experience with, emphasizing how they streamline processes and improve communication. Mention your comfort level in utilizing technology to monitor customer health, track engagement metrics, and manage customer interactions efficiently.

In this situation, share a specific instance of a challenging customer interaction. Outline how you remained calm, listened to their concerns, and worked collaboratively to find a resolution. Emphasizing empathy and your commitment to their satisfaction can demonstrate your suitability for the Scaled Customer Success Manager role.

To ensure customer satisfaction, I focus on regular check-ins and proactive outreach. Share how you assess customer feedback through surveys or calls. Explain how you use this information to validate their experience, adjust strategies as needed, and remain aligned with their goals.

Show that you’ve done your homework by discussing your understanding of OneSignal's features and services. Explain how you would leverage this knowledge to meet customer needs across various industries, emphasizing your ability to tailor solutions that align with their specific requirements.

Express your enthusiasm for the role and the company’s mission to democratize customer engagement. Highlight your appreciation for its culture that promotes kindness, ownership, and personal growth, and explain how these values align with your professional aspirations.

Detail your approach to managing workloads when faced with tight deadlines, using organizational skills and adaptability. Explain how you stay focused under pressure while maintaining a commitment to quality outcomes. Mention any relevant experiences where you successfully navigated a fast-paced work environment.