Customer Success Manager

ORO Labs is an agentic procurement orchestration company on a mission to humanize the procurement experience. As a Customer Success Manager, you will be the trusted partner for enterprise clients post-implementation, ensuring they realize maximum value from ORO’s AI-based procurement platform through driving adoption and engagement.

Responsibilities:

• Develop a deep understanding of customers’ business goals, procurement challenges, and success metrics
• Serve as a strategic advisor to clients—aligning ORO’s solutions to their evolving needs
• Build trusted relationships with key stakeholders at multiple levels within enterprise accounts
• Drive regular business reviews, ensuring clear communication of value and ROI
• Anticipate customer needs, manage expectations, and guide them through best practices for procurement transformation
• Identify risks early and develop mitigation strategies to ensure account health
• Monitor customer health scores and adoption metrics, taking proactive actions to improve engagement
• Coordinate with internal teams to deliver consistent, high-quality customer experiences
• Leverage data and insights to drive continuous improvement in processes and outcomes
• Drive measurable business outcomes for customers through ORO’s AI-powered platform
• Present data-driven insights that demonstrate value realization and efficiency gains
• Partner with account and product teams to identify upsell and cross-sell opportunities aligned with customer goals
• Manage post-sales customer relationships to ensure long-term retention and success
• Lead onboarding, enablement, and adoption programs that empower customers to use ORO effectively
• Collaborate with technical teams to resolve complex issues, ensuring quick and effective resolutions
• Represent the customer internally—advocating for their needs and influencing product direction

Requirements:

• 5+ years of experience in Customer Success, Account Management, or Professional Services within an enterprise SaaS environment
• Proven ability to manage relationships with senior executives and cross-functional teams within large organizations
• Familiarity with procurement software, process automation, or digital transformation initiatives is highly desirable
• Ability to interpret customer data, identify trends, and translate insights into actionable strategies
• Exceptional written and verbal communication skills with the ability to lead executive-level discussions
• Strong cross-functional teamwork skills—able to partner with Sales, Product, and Engineering to drive customer outcomes
• Experience with Customer Success platforms (Gainsight, Totango), CRM (Salesforce), and analytics tools to track success metrics
• Growth-oriented, empathetic, and driven by delivering measurable business value to customers