[Remote] Strategic Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Osano is an innovative B-Corporation focused on data privacy, helping enterprises comply with regulations while earning customer trust. They are seeking a Strategic Customer Success Manager to drive retention and expansion across high-value accounts, building relationships and leveraging data to optimize customer outcomes.
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
Skills
- 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
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
Company Overview