Customer Success Manager (Mid Market/Enterprise)

Osano is an innovative B-Corporation built around the belief that privacy is a fundamental right. Since day one, we’ve focused on giving modern enterprises the tools 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 for Mid Market/Enterprise Accounts to join our Account Management team. This role is pivotal in driving retention, expansion, and long-term customer value across our highest-value accounts. It’s 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 & 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 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 seamless alignment and customer experience.
  • Act as the voice of the customer internally, surfacing feedback and insights to influence product and process improvements.

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.

Qualifications

• 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 simultaneously.
• You’re customer-first and focused on outcomes and value delivery.
• You communicate clearly and confidently with stakeholders.
• You take ownership and operate with accountability.

Skills

• 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.

Benefits

• Competitive-pay compensation and ownership interest/equity.
• Unlimited paid time off, plus a requirement to take at least two weeks off per year.
• Best Place for Working Parents designation and 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.
• 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.

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. 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.