Customer Success Manager (Mid Market/Enterprise)

Osano

2d • Remote

About The Position

Osano is seeking a Customer Success Manager, Mid Market/Enterprise Accounts to join their Account Management team. This role is crucial for driving retention, expansion, and long-term customer value within their highest-value accounts. The ideal candidate will be adept at building relationships with stakeholders while utilizing product insights and data to inform strategy and achieve desired outcomes. This position is for a remote, full-time employee.

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.

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.

Benefits

• Competitive-pay compensation and ownership interest/equity
• Unlimited paid time off, plus a requirement to take at least two weeks off per year
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed