Customer Success Manager

Osano is hiring a Customer Success Manager who is excited to support customers and shape the future of data privacy. In this role, you’ll play a pivotal role in building long-term relationships with our customers. You’ll be the trusted advisor who helps them realize ongoing value through our platform—proactively guiding them through onboarding transitions, product adoption, renewals, and expansion opportunities. 

We’re looking for someone who brings both a customer-first mindset and strategic account experience. You’ll manage a book of business, build success plans with clear outcomes, and be the voice of the customer inside Osano. This is a great opportunity to join a mission-driven, venture-backed Series B startup working at the intersection of privacy, trust, and innovation. 

Interested? Keep reading!

At Osano, we value candidates from all walks of life and are focused on building a diverse team. If you don't exactly meet all the listed requirements, don't let that keep you from applying. We're looking for people who are eager to learn and grow with us. If you're interested in being part of our inclusive, mission-driven, venture-backed tech startup, say hi!

The Role 

• Own a portfolio of customer accounts and build long-term, trusted relationships that drive satisfaction, retention, and meaningful growth. You’ll ensure customers are realizing value and staying aligned with evolving business goals. 
• Develop and manage strategic success plans by identifying key stakeholders, mapping outcomes, and leading regular business reviews to demonstrate progress and uncover new opportunities. 
• Own the customer journey post-implementation, partnering closely with our Implementation team for a seamless handoff, and guiding customers through product adoption, feature activation, and use case expansion. 
• Drive renewals and expansion—you’ll not only support commercial conversations, but help identify what drives expansion across use cases, personas, and industries. You’ll be part of shaping the playbook, not just executing it. 
• Monitor account health proactively using engagement metrics, product usage, support trends, and customer signals to flag risks early and act before they escalate. 
• Operate cross-functionally with teams like Sales, Support, Product, and Engineering to advocate for your customers and influence improvements across the product and experience. 
• Be a consistent, strategic point of contact—known for thoughtful communication, resourceful problem-solving, and creating moments that make customers feel seen, heard, and supported. 
• Document insights and patterns—what’s working, where customers get stuck, and what signals expansion—so we can scale success across the entire customer base. 

About You

• You have 2+ years of experience in a Customer Success or Account Management role at a B2B SaaS company—ideally in a startup or high-growth environment where you’ve had to figure things out and build as you go. 
• You’ve managed a book of business with commercial responsibility, and you’re comfortable driving renewals + expansions while actively seeking and delivering expansion opportunities—not just identifying them. 
• You think like a strategist but act like an operator—you can zoom out to map stakeholders and align on value, then zoom in to move the needle on product adoption, new use cases, or cross-sell conversations. 
• You’re naturally curious about privacy, compliance, GRC, or SaaS with complex subject matter—and you don’t shy away from learning technical concepts or diving into regulatory frameworks. 
• You’re comfortable with CRM tools like HubSpot or Salesforce and can interpret usage data, dashboards, and reporting with ease. You’re not a data analyst, but you’re data-aware and insights-driven. 
• You’re relationship-oriented and commercially minded—able to build trust with both end users and senior stakeholders, and skilled at guiding conversations toward outcomes that benefit both the customer and the business. 
• You communicate with clarity and purpose—whether in a renewal email, a stakeholder meeting, or a product feedback loop. 
• You thrive in a remote environment. For us, that means you're self-directed, collaborative, and communicative—with a strong sense of ownership over your customers, your time, and your impact. 

Compensation

Based on your skills and experience, you can expect your on-target earnings to be between $115,000 and $125,000. We want everyone at Osano to have a stake in our success, so you'll also receive stock options upon joining the company.

Benefits 

• Fair-pay compensation (provided below) + ownership interest for early stake in our success!     
• Unlimited paid time off with a requirement to take at least two weeks off per year. Plus, we offer paid parental leave, sick time off, and volunteering time to use outside of unlimited PTO.
• We're continuously a Best Place for Working Parents and offer paid parental leave for all new parents + believe that family, however you define it, comes first.   
• Osano sponsors individual premiums at 100% and dependent premiums at 50% for Medical, Dental, and Vision Insurance via Aetna.   
• A fully, permanently remote company so you can work from anywhere in the U.S.    
• Receive a Macbook + $600 to craft your home workspace. Plus, a $50/month internet reimbursement.   
• Annual $300 learning & development stipend to fuel your career and growth.  
• Annual company trip designed to foster connection, creativity, and having fun together!  
• Mental health benefits with free memberships to mindfulness + talk therapy services. 

Why Us

• We’re a welcoming team that's dependable, curious, moves fast, and full of talented people! You’ll work closely with a small team of implementation managers who help each other out while having fun working together.
• A well-defined career path that’s not just “climbing the ladder” - learn different competencies, skills, and concepts as you progress and get recognized for it.
• You’ll become a privacy expert, including the opportunity to receive your Certified Information Privacy credential. 
• You’ll be representing a product that makes prospects say, “This is so awesome” when it’s sold and maintaining an average 95% CSAT score each quarter.
• We’re a Great Place to Work for the fourth year in a row, with 97% of employees saying it’s a great place to work.