Customer Success Manager - Scale (Poland)

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!

As a Customer Success Manager at Optro you’ll manage a large book of SaaS customers using digital engagement, automation, and data-driven strategies. This role focuses on delivering value at scale — ensuring product adoption, driving retention, and uncovering growth opportunities — while maximizing efficiency and customer experience. You’ll partner closely with Customer Marketing, Product, and Operations to support thousands of users through lifecycle programs and tech-touch engagement.

Key Responsibilities

Account Management

· 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

Renewals and Retention

· 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

Upsell / Expansion

· 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

Customer Support Escalation

· 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

Product Adoption

· 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

Relationship Management

· 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

Process and Operational Improvement

· 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

Internal Collaboration

· 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

Metrics and Reporting

· 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.

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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