Senior Customer Success Manager, AI Governance

Optro

24d•Remote

About The Position

AI governance is a critical space that is growing rapidly. As Senior Customer Success Manager, AI Governance, you will be focused on enabling Optro’s customers to succeed in developing, growing, and managing their programs. Working both on the ground with customers and with other Customer Success Managers to scale your impact, you’ll be the go-to-person for advising on complex customer needs and driving high-quality customer outcomes for AI governance across our portfolio. This role offers a unique opportunity for a strategic problem solver with exceptional customer focus to build deep expertise in a critical space while leveraging customer context to shape the direction of Optro’s AI governance product offering.

Requirements

Prior Experience: 7+ years in high-touch SaaS environments (Management Consulting, Automation, Risk Advisory, or Legal Tech).
AI Governance Expertise: Demonstrated expertise in designing, implementing, and advising on AI Governance frameworks and programs (e.g., related to EU AI Act, NIST RMF, ISO 42001), or significant experience with related GRC or compliance fields
CS Tools: Familiarity with advanced customer success tooling to scale, streamline, and elevate their capabilities
Strategic Customer Engagement: Proven track record of providing high-level, strategic support and consultation to a wide variety of customers / clients, guiding them through complex transformations and tech adoption
Self-motivated and proactive, with the ability to collaborate across an organization and manage ambiguity effectively.

Nice To Haves

AIGP (Artificial Intelligence Governance Professional) via IAPP
CIPP (Certified Information Privacy Professional)
Prosci Certified Change Management Professional (CCMP)

Responsibilities

Executive AI Governance Consulting: Partner with C-Suite stakeholders (Chief Risk Officers, General Counsels, and CDOs) as they establish their AI governance programs
Product Adoption Strategy: Translate AI governance product capabilities into actionable usage recommendations for customers, ensuring maximum value realization
Scaled Enablement: Empower the core Customer Success Management team with playbooks, training, and resources to drive AI governance stickiness and adoption at scale across their customer set
Portfolio Health Optimization: Monitor, analyze, and continually improve the AI governance customer portfolio health by identifying risks, proactively engaging on adoption blockers, and scaling best practices
AI Transformation Roadmap: Develop maturity model playbooks for clients to guide them from manual, ad-hoc AI governance to fully established AI governance programs
Policy Translation: Distill complex regulations (EU AI Act, NIST RMF, ISO 42001) into actionable business insights in the context of the AI governance product