Customer Success Manager (Commercial)

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.
At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

Why This Role is Exciting:

As a Customer Success Manager (Commercial) at Optro, you will play a pivotal role in ensuring our client's success and satisfaction. You will be the primary point of contact for our customers, working closely with them to understand their needs, maximize the value they receive from our products/services, and drive long-term relationships. This is a fantastic opportunity to contribute to the growth of a thriving company and make a real impact in the lives of our clients.

Key Responsibilities

• Account Management: 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.

• Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs.

• Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution.

• Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements.

• Training and Education: 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…)

• Retention & Expansion:

  • 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.

Attributes of a Successful Candidate:

• 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 (preferred)

• 1+ years of hands-on experience with AuditBoard or similar GRC platform, data load processes, and advanced configurations (preferred).

• 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

• Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus).

• 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.

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.

• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.

• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.

• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.

• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.
  

Perks*

• Launch a career at one of the fastest-growing SaaS companies in North America!

• Live your best life (LYBL)! $200/mo for anything that enhances your life

• Comprehensive employee health coverage (all locations)

• 401K with match (US) or pension with match (UK)

• Competitive compensation & bonus program

• Flexible Vacation (US exempt & CA) or 25 days (UK)

• Time off for your birthday & volunteering

• Employee resource groups

• Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.
We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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