Customer Success Manager (Mid Market/Enterprise)

19 minutes ago
Full-time
Senior
Customer and Technical Support
Osano

Osano

Osano is an intuitive data privacy platform that simplifies compliance for organizations by offering easy-to-use software to manage privacy programs and ensure GDPR and CCPA compliance for over 750,000 companies.

IT Services
11-50
Founded 2018
$44M raised

Description

  • Own and manage a strategic book of business as the primary contact for executive, business, and technical stakeholders.
  • Drive retention and expansion across accounts, including GRR, NRR, and upsell opportunities.
  • Monitor customer health, engagement signals, and sentiment to identify and reduce churn risk.
  • Build trusted relationships with key stakeholders to support long-term partnership.
  • Drive product adoption and measurable customer outcomes.
  • Partner with customers to define success criteria and guide value realization and best practices.
  • Analyze product usage and customer data to inform account strategy.
  • Track trends, risks, opportunities, and success metrics through account planning and forecasting.
  • Collaborate with Sales, Product, and Support to create a seamless customer experience.
  • Serve as the voice of the customer by surfacing feedback and insights internally.

Requirements

  • 5+ years of experience in Customer Success or Account Management in a SaaS environment.
  • Experience managing a book of business and owning retention and expansion metrics such as GRR, NRR, and churn.
  • Proficiency in CRM systems, preferably HubSpot.
  • Strong understanding of SaaS metrics, customer health, and account performance indicators.
  • Ability to interpret product usage data and customer signals to drive outcomes.
  • Experience using tools like Gong, Loom, or similar for customer communication and insights.
  • Strong technical acumen with SaaS products, integrations, and workflows.
  • Familiarity with AI tools such as ChatGPT or Claude to improve productivity and communication.
  • Interest in AI tools and workflows, including prompting, automation, and experimentation.
  • Experience building automations or workflows using AI tools.
  • Familiarity with customer success platforms such as Gainsight or Vitally.
  • Experience with data analysis, reporting, or customer insights tools.
  • Experience with customer journey mapping or lifecycle design.

Benefits

  • Competitive pay with ownership interest/equity.
  • Unlimited paid time off, with a requirement to take at least two weeks off per year.
  • Paid parental leave for all new parents.
  • 100% employer-paid base medical, dental, and vision premiums, plus 50% coverage for dependent premiums via Aetna.
  • Fully remote work from anywhere in the U.S.
  • MacBook and $600 for home workspace setup.
  • Annual company trip.
  • Mental health benefits with free mindfulness and talk therapy memberships.

Interested in this position?

Apply directly on the company website

Apply Now

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