Strategic Customer Success Manager
O
OsanoData Privacy SaaS
U.S.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- HubSpot
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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
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