Customer Success Manager – Mid Market/Enterprise

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Osano

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

📋 Compliance

☁️ SaaS

🤝 B2B

💰 $11M Series A on 2021-09

Compliance • SaaS • B2B

Osano is a comprehensive data privacy management platform designed to help organizations comply with data privacy laws across more than 50 countries, including GDPR, CCPA, and CPRA. It offers a range of solutions such as cookie consent management, data subject rights automation, privacy assessments, and vendor privacy risk management. By simplifying and automating these compliance tasks, Osano helps businesses increase consumer trust, manage data privacy efficiently, and reduce the risk of non-compliance penalties. Osano is committed to transparency and offers resources such as expert insights, regulatory guidance, and privacy program management tools to support businesses in navigating the complexities of data privacy regulations.

📋 Description

• 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

🏖️ 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