Customer Success Manager (Commercial)

Optro is the leading audit, risk, ESG, and InfoSec platform on the market, seeking a Customer Success Manager (Commercial) to ensure client success and satisfaction. This role involves being the primary point of contact for customers, helping them maximize the value from products and services, and driving long-term relationships.

Responsibilities:

• Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth
• Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs
• Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution
• Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements
• Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…)
• Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time
• Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with our clients
• Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related field, successfully managing complex customer relationships in a B2B SaaS environment
• Proven experience in a customer-facing role, such as customer success, audit (internal or external), risk management, compliance, or management consulting, with an emphasis on solving enterprise-level challenges and driving customer outcomes
• Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels
• Possess the ability to interface with C-level executives to drive program strategy and ROI
• Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively
• Willingness and ability to travel within the U.S. and Canada as needed
• 1+ years of hands-on experience with AuditBoard or similar GRC platform, data load processes, and advanced configurations
• Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms