Strategic Customer Success Manager

Osano•Austin, TX

19h•Remote

About The Position

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape. 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.

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

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

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

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