Strategic Customer Success Manager

About Osano:

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

About the Role:

We’re looking for a Strategic Customer Success Manager to join our Account Management team. This person will play a pivotal role in driving retention, expansion, and long-term customer value across our highest-value accounts.

This position is ideal for someone who is both relationship-driven and data-informed—someone who can build trust with stakeholders while leveraging product insights and metrics to guide strategy and outcomes.

Responsibilities:

Customer Ownership & Retention

• Own and manage a strategic book of business end-to-end, serving as the primary point of contact across executives, business, and technical stakeholders.
• Drive retention with a slight focus on expansion (GRR, NRR, upsell opportunities)
• Monitor customer health, engagement signals, and sentiment to proactively identify and mitigate churn risks

Customer Engagement & Outcomes

• Build strong relationships with key stakeholders that reinforce trust and long-term partnership
• Drive product adoption and measurable customer outcomes
• Partner 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 strategy
• 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 to ensure a seamless alignment and aligned customer experience
• Act as the voice of the customer internally, surfacing customer feedback and insights to influence product and process improvements

About You:

• You’re curious, self-directed, and motivated to learn quickly.
• You’re comfortable navigating ambiguity and creating clarity for others.
• You’re excited about privacy, responsible AI, and building trustworthy technology.
• You are willing to relentlessly pursue the best, most responsible ways to leverage AI—without overselling its capabilities or ignoring its limitations.
• You’re highly organized and able to manage multiple accounts and priorities simultaneously
• You’re customer-first and focused on outcomes and value delivery
• You communicate clearly and confidently with stakeholders
• You take ownership and operate with accountability

Must-Haves:

• 5+ years of experience in Customer Success or Account Management within a SaaS environment
• Experience managing a book of business and owning retention and expansion metrics (GRR, NRR, 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 (ability to understand SaaS products, integrations, and workflows)
• Familiarity with AI tools (e.g., ChatGPT, Claude) to improve 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

Why Us:

• We're a welcoming team that's dependable, curious, moves fast, and full of talented people
• We're a B-corporation with a mission that matters, in a high-growth space with significant potential
• You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential
• You'll have access to our training program, well-defined career paths, and a leadership team that values professional development

Benefits:

• Competitive-pay compensation and ownership interest/equity
• Unlimited paid time off, plus a requirement to take at least two weeks off per year
• We're a Best Place for Working Parents and offer paid parental leave for all new parents
• Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna
• A fully and permanently remote company so you can work from anywhere in the U.S. 
• Receive a MacBook and $600 to craft your home workspace
• Annual company trip designed to foster connection, creativity, and fun
• Mental health benefits with free memberships to mindfulness and talk therapy services