Optro

Customer Success Manager – Scale

Optro

full-time

Posted on:

Location Type: Remote

Location: Poland

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About the role

  • Manage a high volume of customers using one-to-many communication strategies
  • Segment accounts and tailor engagement based on lifecycle stage and product usage
  • Maintain visibility into portfolio health via CRM/CS tools
  • Monitor churn risk through behavioral signals and health scores
  • Deploy automated renewal readiness campaigns and escalation workflows
  • Coordinate with Sales/Renewals on scaled renewal plays and messaging
  • Identify product-qualified leads (PQLs) and usage-based expansion opportunities
  • Trigger in-app messages, emails, or nurture campaigns to promote expansion
  • Collaborate with Sales to transition qualified opportunities
  • Guide customers to the right support resources (self-serve or live)
  • Triage and route issues when automation fails, escalating critical items as needed
  • Surface common support themes to improve FAQs and content
  • Build and launch onboarding journeys and adoption campaigns at scale
  • Monitor usage metrics and proactively engage underutilizing accounts
  • Leverage in-app guides, videos, and webinars to drive feature adoption
  • Cultivate digital relationships through community engagement, newsletters, and events
  • Respond to customer inquiries and feedback via email, surveys, or webinars
  • Collect and act on sentiment and Voice of Customer (VoC) data
  • Identify ways to improve lifecycle automation, segmentation logic, and engagement flows
  • Work with CS Ops to optimize systems, playbooks, and reporting
  • Contribute to process documentation and customer journey mapping
  • Partner with Product and Marketing to align campaigns and messaging
  • Share customer insights to influence roadmap and content priorities
  • Collaborate with CS Ops on playbook triggers and system improvements
  • Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts
  • Maintain accurate data in CRM and CS platforms (e.g., Gainsight)
  • Use insights to iterate on customer programs and journeys with CX team

Requirements

  • 3+ years of experience in Customer Success, Account Management, or a related field, successfully managing complex customer relationships in a B2B SaaS environment.
  • 1+ years of hands-on experience with AuditBoard/Optro modules, data load processes, and advanced configurations
  • Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms
  • Proven experience in 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.
  • Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively.
Benefits
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata load processesadvanced configurationsauditrisk managementcompliancecustomer journey mappinglifecycle automationsegmentation logic
Soft Skills
communicationrelationship-buildingproblem-solvingself-motivatedproactiveindependent workmanaging ambiguityinfluencing stakeholderscollaborationcustomer engagement