Customer Success Manager

Job Description:

Osano is hiring a Customer Success Manager who thrives at the intersection of customer relationships and commercial growth. In this hybrid role, you’ll be responsible for not only ensuring our customers succeed with Osano’s privacy platform, but also for driving retention and expansion within your portfolio. You’ll act as both trusted advisor and strategic account owner, helping customers realize ongoing value, while leading the commercial conversations that fuel their long-term partnership with Osano. 

We’re looking for someone who blends relationship management with account growth expertise. You’ll own a book of business, build outcome-based success plans, lead QBRs, and manage renewals and expansions from start to finish. This is a high-impact role at a mission-driven, venture-backed Series B startup working at the forefront of data 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, building long-term, trusted relationships that deliver satisfaction, retention, and measurable revenue growth. 

• Drive renewals and expansions, owning commercial responsibility for your book of business, leading renewal negotiations and uncovering expansion opportunities across use cases, personas, and business units. 

• Develop strategic account plans through stakeholder mapping, aligning on outcomes, and leading regular business reviews that both demonstrate ROI and identify new opportunities for adoption and upsell. 

• Guide the post-implementation journey, partnering with Implementation Managers for seamless handoffs and proactively driving product adoption, feature activation, and value realization. 

• Monitor account health by leveraging product data, engagement signals, and customer feedback to flag risks early, mitigate churn, and strengthen customer commitment. 

• Operate cross-functionally, by partnering with Sales, Product, Support, and Engineering to advocate for your customers and shape both the product and the customer experience. 

• Be a commercial and strategic point of contact, known for sharp account insights, confident commercial conversations, and the ability to create moments that build executive trust and customer loyalty. 

• Document insights and patterns, contributing to the CSM playbook by sharing what drives renewals, expansions, and customer success at scale. 

About You 

• 2+ years of experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company (startup/high-growth experience preferred). 

• Proven success managing a book of business with commercial accountability, with a focus on leading renewals, negotiating contracts, and consistently expanding account value. 

• Skilled at balancing strategic relationship management with commercial execution. You know how to build trust with senior stakeholders, driving outcomes that grow revenue. 

• Experience and enthusiasm for creating and leading QBRs, success plans, and executive conversations that highlight ROI and identify new opportunities. 

• You’re curious and capable with complex subject matter, and are comfortable learning SaaS products, privacy/compliance concepts, and technical integrations. 

• Data-driven with experience using CRM and CSM tools (HubSpot, Vitally, etc.) and product usage analytics to guide strategy and surface opportunities. 

• Strong communicator. You’re clear, confident, and persuasive across email, meetings, and presentations.