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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within a SaaS environment, focusing on retention and expansion metrics while leveraging data analysis to drive customer outcomes and product adoption.
Highest-signal resume keywords
Customer Success ManagementSaaS Metrics AnalysisCRM Proficiency (HubSpot)Technical Acumen in SaaS ProductsCustomer Communication Tools (Gong, Loom)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Retention Metrics (GRR, NRR)Churn Risk MitigationProduct Usage AnalysisAccount PlanningData Interpretation
Soft Skills
Relationship BuildingStakeholder EngagementTrust Reinforcement
Tools & Technologies
HubSpotGongLoomAI Tools (ChatGPT, Claude)
Industry Keywords
SaaS EnvironmentCustomer HealthAccount Performance IndicatorsProduct AdoptionValue Realization
About the role
Key responsibilities & impact- Own and manage a strategic book of business end-to-end, serving as the primary point of contact across executives, business, and technical stakeholders.
- Drive retention with a slight focus on expansion (GRR, NRR, upsell opportunities)
- Monitor customer health, engagement signals, and sentiment to proactively identify and mitigate churn risks
- Build strong relationships with key stakeholders that reinforce trust and long-term partnership
- Drive product adoption and measurable customer outcomes
- Partner with customers to define success criteria and guide them through best practices and value realization
- Analyze product usage and customer data to inform strategy
- Identify trends, risks, and opportunities across accounts to optimize engagement and outcomes
- Maintain accurate forecasting and account planning, including tracking risks, opportunities, and success metrics.
- Partner with Sales, Product, and Support to ensure a seamless alignment and aligned customer experience
- Act as the voice of the customer internally, surfacing customer feedback and insights to influence product and process improvements
Requirements
What you’ll need- 5+ years of experience in Customer Success or Account Management within a SaaS environment
- Experience managing a book of business and owning retention and expansion metrics (GRR, NRR, churn)
- Proficiency in CRM systems (preferably HubSpot)
- Strong understanding of SaaS metrics, customer health, and account performance indicators
- Ability to interpret product usage data and customer signals to drive outcomes
- Experience using tools like Gong, Loom, or similar for customer communication and insights
- Strong technical acumen (ability to understand SaaS products, integrations, and workflows)
- Familiarity with AI tools (e.g., ChatGPT, Claude) to improve productivity and communication
Benefits
Comp & perks- Competitive-pay compensation and ownership interest/equity
- Unlimited paid time off, plus a requirement to take at least two weeks off per year
- We're a Best Place for Working Parents and offer paid parental leave for all new parents
- Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna
- A fully and permanently remote company so you can work from anywhere in the U.S.
- Receive a MacBook and $600 to craft your home workspace
- Annual company trip designed to foster connection, creativity, and fun
- Mental health benefits with free memberships to mindfulness and talk therapy services