Customer Success Manager – Mid Market/Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and oversee a strategic portfolio of clients from start to finish, acting as the main liaison among executives, business, and technical stakeholders.

• Focus on customer retention with an emphasis on gradual expansion (Gross Revenue Retention, Net Revenue Retention, and upsell opportunities).

• Track customer health, engagement indicators, and overall sentiment to proactively recognize and reduce churn risks.

• Cultivate robust relationships with key stakeholders to reinforce trust and establish long-term partnerships.

• Promote product adoption and achieve measurable outcomes for customers.

• Collaborate with clients to establish success criteria and guide them in implementing best practices and realizing value.

• Analyze customer data and product usage to shape strategic direction.

• Identify trends, risks, and opportunities across accounts to enhance engagement and results.

• Ensure precise forecasting and account planning, including monitoring risks, opportunities, and success metrics.

• Collaborate with Sales, Product, and Support teams to maintain a cohesive and aligned customer experience.

• Represent the customer’s voice internally, presenting customer feedback and insights to drive product and process enhancements.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success or Account Management in a SaaS environment.

• Proven experience managing a portfolio of clients and owning retention and expansion metrics (Gross Revenue Retention, Net Revenue Retention, and churn).

• Proficient in CRM systems, preferably HubSpot.

• Strong comprehension of SaaS metrics, customer health, and account performance indicators.

• Capability to analyze product usage data and customer signals to drive results.

• Experience utilizing tools such as Gong, Loom, or similar for effective customer communication and insights.

• Strong technical knowledge with the ability to understand SaaS products, integrations, and workflows.

• Familiarity with AI tools (e.g., ChatGPT, Claude) to enhance productivity and communication.

🏝️ Benefits

• Competitive salary with ownership interest/equity options.

• Unlimited paid time off, with a mandatory requirement to take at least two weeks off each year.

• Recognized as a Best Place for Working Parents, offering paid parental leave for all new parents.

• Osano covers 100% of individual premiums and 50% of dependent premiums for Medical, Dental, and Vision insurance through Aetna.

• Fully remote company, allowing you to work from anywhere in the U.S.

• Receive a MacBook and a $600 allowance to set up your home workspace.

• Enjoy an annual company retreat aimed at fostering connection, creativity, and fun.

• Mental health benefits, including complimentary memberships to mindfulness and talk therapy services.