Customer Success Manager (Mid Market/Enterprise)

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 & 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

About 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 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

Must-Haves

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

Why Us

We're a welcoming team that's dependable, curious, moves fast, and full of talented people

We're a B-corporation with a mission that matters, in a high-growth space with significant potential

You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential

You'll have access to our training program, well-defined career paths, and a leadership team that values professional development

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

A 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.

Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.