Strategic Customer Success Manager

Responsibilities

• Own and manage a strategic book of business end-to-end, serving as the primary point of contact for executives and technical stakeholders
• Drive retention and expansion through GRR, NRR, and upsell opportunities
• Monitor customer health and engagement signals to proactively mitigate churn risks
• Build strong relationships to drive product adoption and measurable customer outcomes
• Analyze product usage and customer data to inform account strategy and forecasting
• Partner with Sales, Product, and Support to align the customer experience and surface feedback

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/expansion metrics
• 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
• Experience using tools like Gong or Loom for customer communication
• Strong technical acumen regarding SaaS products, integrations, and workflows
• Familiarity with AI tools such as ChatGPT or Claude

Preferred Qualifications

• Experience building automations or workflows using AI tools
• Familiarity with Customer Success platforms like Gainsight or Vitally
• Experience with data analysis, reporting, or customer insights tools
• Experience with customer journey mapping or lifecycle design

Benefits

• Competitive compensation and equity
• Unlimited PTO with a minimum two-week annual requirement
• Paid parental leave
• Sponsored medical, dental, and vision insurance premiums
• Fully remote work environment
• Home office stipend and MacBook
• Annual company trip
• Mental health benefits and mindfulness memberships

About the Company

Osano is a leading data privacy platform and B-Corporation that helps organizations comply with global privacy regulations like GDPR and CCPA. We empower enterprises to innovate quickly while earning customer trust through responsible data privacy and consent management.