Lead a team of portfolio Customer Success Managers (CSMs) who serve as trusted advisors to OSV’s customers across all service lines
Drive the customer success strategy, scaling best practices, and ensuring seamless, proactive engagement that drives retention, satisfaction, and measurable value from OSV’s services
Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
Monitor and manage customer health using tools such as Planhat, Salesforce, and NPS data
Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
Act as a senior contact for escalated accounts and critical service discussions
Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives

7+ years in customer success, account management, or managed services leadership, preferably in SaaS or BPaaS environments
5+ years of people management experience, leading CSMs or account-facing teams
Deep understanding of Workday or comparable enterprise platforms and service delivery models
Experience with customer success tools and platforms, Salesforce, and customer analytics
Strong strategic thinking, communication, and cross-functional leadership skills
Proven success managing renewals, revenue retention, and account expansion across a complex service portfolio

Customer Success Manager

Key skills