Strategic Customer Success Manager

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 10 Jun 2026
Apply before: 10 Jul 2026
Experience level: Midweight
Views / Applies: 30 / 7

Osano is the leading data privacy platform, making it easy to become compliant with the laws of 40 countries.

Computer Software
2018

AI Summary

Osano, a B-Corp focused on privacy, seeks a Strategic Customer Success Manager to drive retention and growth within their highest-value accounts. This role combines relationship building with data-driven strategy, requiring ownership of a strategic book of business. The ideal candidate has 5+ years of SaaS Customer Success experience, strong CRM and analytics skills, and a passion for AI and privacy. They will cross-functionally collaborate with Sales, Product, and Support to ensure customer success. This position offers the chance to impact a mission-driven company while leveraging cutting-edge AI tools.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing complex strategic accounts and driving metrics like GRR and NRR, but is not overly technical; moderate difficulty due to need for data analysis and cross-functional collaboration.

Salary Analysis

AI Insight No salary range was provided. Based on US market data for similar roles, the median salary for a Strategic Customer Success Manager with 5+ years experience is approximately $125,000. The market ranges from $90,000 to $160,000 depending on location and company.

Key Skills

Customer Success Account Management SaaS Data Analysis CRM (HubSpot) Retention and Expansion Stakeholder Management AI Tools Privacy Compliance Cross-functional Collaboration

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Strategic Customer Success Manager position at Osano. With over 5 years of experience driving retention and expansion in SaaS environments, I have a proven track record of managing strategic accounts and delivering measurable customer outcomes. Your mission to empower organizations with privacy and trustworthy AI deeply resonates with my values.

In my current role, I leveraged data analytics and CRM tools to identify churn risks and upsell opportunities, resulting in a 95% gross retention rate. I am skilled at building strong stakeholder relationships and collaborating cross-functionally to align product and customer needs. Your ideal candidate’s blend of relationship-driven and data-informed approaches perfectly matches my style.

I am particularly drawn to Osano’s B-Corp commitment and innovative use of AI. I am eager to apply my skills to drive value for your strategic customers and contribute to your growth. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe a time you used data to proactively identify a churn risk and how you turned it around?

In my previous role, I noticed a key account's product usage had dropped significantly over two months. By analyzing their engagement patterns and surfacing feedback, I discovered they were struggling with a new feature. I arranged a personalized training session and provided best practices. Within a month, their usage returned to baseline, and they even expanded their contract.

How do you prioritize accounts when managing a strategic book of business?

I segment accounts based on revenue, growth potential, and health scores. High-value accounts with low health get immediate attention. I also use a data-driven approach to identify expansion opportunities and allocate time accordingly, ensuring at-risk accounts are addressed while nurturing growth.

Describe your experience with CRM and customer success platforms. How do you use them to drive outcomes?

I have extensive experience with HubSpot and Gainsight. I use them to track customer health scores, monitor product usage, and automate workflows. For example, I set up triggers for low engagement to prompt outreach, and I regularly review dashboards to identify trends and opportunities for upselling.

How would you handle a situation where a strategic customer's expectations are not aligned with the product roadmap?

I would first listen to understand their core needs and then clearly communicate the product roadmap and its rationale. I'd explore alternative solutions within the current product or through workarounds. If necessary, I'd advocate internally for prioritization, balancing customer needs with business objectives.

What role do you think AI should play in customer success?

AI can enhance efficiency by automating routine tasks like data analysis and personalized recommendations, allowing CSMs to focus on high-value interactions. However, it should be used responsibly, with human oversight to ensure accuracy and empathy. I use AI tools to draft communications and analyze customer sentiment, but always review and personalize before sending.

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 Strategic Customer Success Manager 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

Benefits:

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.

Apply now >