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About Osano: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.About the Role:We’re looking for a Customer Success Manager, Mid Market/Enterprise Accounts 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.Responsibilities:Customer Ownership & RetentionOwn 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 risksCustomer Engagement & OutcomesBuild strong relationships with key stakeholders that reinforce trust and long-term partnershipDrive product adoption and measurable customer outcomesPartner with customers to define success criteria and guide them through best practices and value realizationData-Driven Account ManagementAnalyze product usage and customer data to inform strategyIdentify trends, risks, and opportunities across accounts to optimize engagement and outcomesMaintain accurate forecasting and account planning, including tracking risks, opportunities, and success metrics.Cross-Functional CollaborationPartner with Sales, Product, and Support to ensure a seamless alignment and aligned customer experienceAct as the voice of the customer internally, surfacing customer feedback and insights to influence product and process improvementsAbout You:You’re curious, self-directed, and motivated to learn quickly.You’re comfortable navigating ambiguity and creating clarity for others.You’re excited about privacy, responsible AI, and building trustworthy technology.You are willing to relentlessly pursue the best, most responsible ways to leverage AI—without overselling its capabilities or ignoring its limitations.You’re highly organized and able to manage multiple accounts and priorities simultaneouslyYou’re customer-first and focused on outcomes and value deliveryYou communicate clearly and confidently with stakeholdersYou take ownership and operate with accountabilityMust-Haves:5+ years of experience in Customer Success or Account Management within a SaaS environmentExperience 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 indicatorsAbility to interpret product usage data and customer signals to drive outcomesExperience using tools like Gong, Loom, or similar for customer communication and insightsStrong technical acumen (ability to understand SaaS products, integrations, and workflows)Familiarity with AI tools (e.g., ChatGPT, Claude) to improve productivity and communicationNice-to-Haves:Strong interest in AI tools and workflows (prompting, automation, experimentation)Experience building automations or workflows using AI toolsFamiliarity with Customer Success platforms (Gainsight, Vitally, or similar)Experience with data analysis, reporting, or customer insights toolsExperience with customer journey mapping or lifecycle designWhy Us:We're a welcoming team that's dependable, curious, moves fast, and full of talented peopleWe're a B-corporation with a mission that matters, in a high-growth space with significant potentialYou'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credentialYou'll have access to our training program, well-defined career paths, and a leadership team that values professional developmentBenefits:Competitive-pay compensation and ownership interest/equityUnlimited paid time off, plus a requirement to take at least two weeks off per yearWe're a Best Place for Working Parents and offer paid parental leave for all new parentsOsano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via AetnaA fully and permanently remote company so you can work from anywhere in the U.S. Receive a MacBook and $600 to craft your home workspaceAnnual company trip designed to foster connection, creativity, and funMental health benefits with free memberships to mindfulness and talk therapy servicesA Bit More About Osano Osano is a leading data privacy platform that helps organizations quickly and confidently comply with laws like GDPR, CCPA, and other global privacy regulations. From consent management to vendor risk monitoring, Osano makes complex privacy tasks refreshingly simple, so companies can focus on what they do best, while we handle the rest.We’re backed by top-tier investors including Baird Capital, Jump Capital, and LiveOak, and we’re scaling fast with a multi-year runway and ambitious growth plans. We’ve also been recognized as a Great Place to Work for four years running, with 97% of employees saying Osano is a great place to work.As we grow, we're looking for individuals who lean into modern technologies and smarter systems to drive efficiency, clarity, and speed; both in our product and in how we operate. If you're excited by the idea of helping build a high-growth, privacy-first company that embraces thoughtful automation, emerging tech, and intentional collaboration, we’d love to hear from you.
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