Customer Success Manager

Job Description:

Osano is hiring a Customer Success Manager who thrives at the intersection of customer relationships and commercial growth. In this hybrid role, you’ll be responsible for not only ensuring our customers succeed with Osano’s privacy platform, but also for driving retention and expansion within your portfolio. You’ll act as both trusted advisor and strategic account owner, helping customers realize ongoing value, while leading the commercial conversations that fuel their long-term partnership with Osano. 

We’re looking for someone who blends relationship management with account growth expertise. You’ll own a book of business, build outcome-based success plans, lead QBRs, and manage renewals and expansions from start to finish. This is a high-impact role at a mission-driven, venture-backed Series B startup working at the forefront of data privacy, trust, and innovation. 

Interested? Keep reading!  

At Osano, we value candidates from all walks of life and are focused on building a diverse team. If you don't exactly meet all the listed requirements, don't let that keep you from applying. We're looking for people who are eager to learn and grow with us. If you're interested in being part of our inclusive, mission-driven, venture-backed tech startup, say hi!  

The Role 

• Own a portfolio of customer accounts, building long-term, trusted relationships that deliver satisfaction, retention, and measurable revenue growth. 

• Drive renewals and expansions, owning commercial responsibility for your book of business, leading renewal negotiations and uncovering expansion opportunities across use cases, personas, and business units. 

• Develop strategic account plans through stakeholder mapping, aligning on outcomes, and leading regular business reviews that both demonstrate ROI and identify new opportunities for adoption and upsell. 

• Guide the post-implementation journey, partnering with Implementation Managers for seamless handoffs and proactively driving product adoption, feature activation, and value realization. 

• Monitor account health by leveraging product data, engagement signals, and customer feedback to flag risks early, mitigate churn, and strengthen customer commitment. 

• Operate cross-functionally, by partnering with Sales, Product, Support, and Engineering to advocate for your customers and shape both the product and the customer experience. 

• Be a commercial and strategic point of contact, known for sharp account insights, confident commercial conversations, and the ability to create moments that build executive trust and customer loyalty. 

• Document insights and patterns, contributing to the CSM playbook by sharing what drives renewals, expansions, and customer success at scale. 

About You 

• 2+ years of experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company (startup/high-growth experience preferred). 

• Proven success managing a book of business with commercial accountability, with a focus on leading renewals, negotiating contracts, and consistently expanding account value. 

• Skilled at balancing strategic relationship management with commercial execution. You know how to build trust with senior stakeholders, driving outcomes that grow revenue. 

• Experience and enthusiasm for creating and leading QBRs, success plans, and executive conversations that highlight ROI and identify new opportunities. 

• You’re curious and capable with complex subject matter, and are comfortable learning SaaS products, privacy/compliance concepts, and technical integrations. 

• Data-driven with experience using CRM and CSM tools (HubSpot, Vitally, etc.) and product usage analytics to guide strategy and surface opportunities. 

• Strong communicator. You’re clear, confident, and persuasive across email, meetings, and presentations. 

• You thrive in a remote-first environment: self-directed, collaborative, and accountable for delivering impact across your customer portfolio. 

Why Us 

• We’re a welcoming team that's dependable, curious, moves fast, and full of talented people! You’ll work closely with a small team of implementation managers who help each other out while having fun working together.     

• A well-defined career path that’s not just “climbing the ladder” - learn different competencies, skills, and concepts as you progress and get recognized for it.  

• You’ll become a privacy expert, including the opportunity to receive your Certified Information Privacy credential.     

• You’ll be representing a product that makes prospects say, “This is so awesome” when it’s sold and maintaining an average 95% CSAT score each quarter.    

• We’re a Great Place to Work for the fourth year in a row, with 97% of employees saying it’s a great place to work. 

Benefits 

• Fair-pay compensation (provided below) + ownership interest for early stake in our success!    

• Unlimited paid time off with a requirement to take at least two weeks off per year. Plus, we offer paid parental leave, sick time off, and volunteering time to use outside of unlimited PTO.  

• We're continuously a Best Place for Working Parents and offer paid parental leave for all new parents + believe that family, however you define it, comes first.    

• Osano sponsors individual premiums at 100% and dependent premiums at 50% for Medical, Dental, and Vision Insurance via Aetna.    

• A fully, permanently remote company so you can work from anywhere in the U.S.    

• Receive a Macbook + $600 to craft your home workspace. Plus, a $50/month internet reimbursement.  

• Annual $300 learning & development stipend to fuel your career and growth.    

• Annual company trip designed to foster connection, creativity, and having fun together!    

• Mental health benefits with free memberships to mindfulness + talk therapy services. 

Compensation 

Depending on your skill and experience, you can expect your annual compensation to be somewhere between $125,000 and $140,000, plus stock options upon joining the company. 

A Bit More About Osano 

At Osano, an Austin-based, venture-backed startup, we believe data privacy is a fundamental human right, and the companies that embrace privacy will become the next wave of trusted brands. Osano is a B-Corp and a Public Benefit Corp, which means that—although we are a for-profit company—we are mission-oriented and wake up every day with the goal of doing well by doing good.     

Osano is a leading data privacy platform that simplifies privacy compliance by helping organizations build, manage, and scale their privacy program to increase trust, stay compliant, and do the right thing. Founded in Austin, Texas, we solve for consent management, data subject rights, assessments, and vendor risk — all in one place!  

Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender expression, gender identity, sexual orientation, national origin, disability status, protected veteran status, neurodiversity, parental status, or any other characteristic protected by law. We value what makes us different and want to see how you can make our team better!