Customer Success Manager (Commercial)

Optro is a leading audit, risk, ESG, and InfoSec platform that has surpassed $300M ARR and serves many Fortune 500 companies. As a Customer Success Manager (Commercial), you will be the primary point of contact for customers, ensuring their success and satisfaction by developing strong relationships, providing product knowledge, and resolving issues.

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
• 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
• 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
• 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