[Hiring] Strategic Customer Success Manager @Osano

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

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.