Strategic Customer Success Manager

Strategic Customer Success Manager

Company: Osano Location: Remote (USA) Contract: Permanent Seniority: Senior

About Osano

Osano is an innovative B-Corporation dedicated to the belief that privacy is a fundamental right. We empower modern enterprises to innovate quickly, stay competitive, and build customer trust by respecting data privacy and adhering to consent guidelines. Our products enable organizations to operate confidently in a dynamic regulatory and technological environment. We are a fast-growing, privacy-first company backed by top-tier investors and recognized as a Great Place to Work for four consecutive years.

About the Role

Osano is seeking a Strategic Customer Success Manager to join our Account Management team. This role is crucial for driving retention, expansion, and long-term value across our most significant accounts. The ideal candidate is both relationship-driven and data-informed, capable of building strong stakeholder relationships while leveraging product insights and metrics to guide strategy and achieve customer success.

Key Responsibilities

• Customer Ownership & Retention:
  • Manage a strategic book of business end-to-end, acting as the primary point of contact for executive, business, and technical stakeholders.
  • Drive customer retention with a focus on expansion opportunities (Gross Revenue Retention, Net Revenue Retention, upsell).
  • Monitor customer health, engagement, and sentiment to proactively identify and mitigate churn risks.
• Customer Engagement & Outcomes:
  • Cultivate strong relationships with key stakeholders to foster trust and long-term partnerships.
  • Drive product adoption and ensure customers achieve measurable outcomes.
  • Collaborate with customers to define success criteria and guide them through best practices and value realization.
• Data-Driven Account Management:
  • Analyze product usage and customer data to inform account strategies.
  • Identify trends, risks, and opportunities across accounts to optimize engagement and outcomes.
  • Maintain accurate forecasting and account planning, including tracking risks, opportunities, and success metrics.
• Cross-Functional Collaboration:
  • Partner with Sales, Product, and Support teams to ensure seamless alignment and a consistent customer experience.
  • Serve as the voice of the customer internally, providing feedback and insights to influence product and process improvements.

About You

• Curious, self-directed, and motivated to learn quickly.
• Comfortable navigating ambiguity and creating clarity.
• Passionate about privacy, responsible AI, and building trustworthy technology.
• Willing to relentlessly pursue the best, most responsible ways to leverage AI, acknowledging both its capabilities and limitations.
• Highly organized with the ability to manage multiple accounts and priorities simultaneously.
• Customer-first mindset focused on outcomes and value delivery.
• Clear and confident communicator with stakeholders.
• Takes ownership and operates with accountability.

Requirements

• 5+ years of experience in Customer Success or Account Management within a SaaS environment.
• Proven experience managing a book of business and owning retention and expansion metrics (GRR, NRR, churn).
• Proficiency in CRM systems (HubSpot preferred).
• Strong understanding of SaaS metrics, customer health indicators, and account performance.
• 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 to understand SaaS products, integrations, and workflows.
• Familiarity with AI tools (e.g., ChatGPT, Claude) for productivity and communication.

Nice-to-Haves

• Strong interest in AI tools and workflows (prompting, automation, experimentation).
• Experience building automations or workflows using AI tools.
• Familiarity with Customer Success platforms (Gainsight, Vitally, or similar).
• Experience with data analysis, reporting, or customer insights tools.
• Experience with customer journey mapping or lifecycle design.

What We Offer

• A welcoming, fast-paced team of talented individuals.
• Mission-driven work as a B-Corporation in a high-growth industry.
• Opportunity to become a privacy expert, including potential for Certified Information Privacy Manager credential.
• Access to our training programs, well-defined career paths, and a leadership team that values professional development.
• Competitive compensation and ownership interest/equity.
• Unlimited paid time off, with a mandatory minimum of two weeks off annually.
• Recognized as a Best Place for Working Parents, offering paid parental leave.
• Comprehensive health benefits (Medical, Dental, Vision) with Osano sponsoring 100% of individual premiums and 50% of dependent premiums.
• Fully and permanently remote work environment within the U.S.
• Stipend for