Strategic Customer Success Manager

Osano is an innovative B-Corporation focused on data privacy and compliance. They are seeking a Strategic Customer Success Manager to drive retention, expansion, and long-term customer value across high-value accounts by building relationships and leveraging data insights.

Responsibilities:

• 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
• 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
• 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
• 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

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
• 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