Customer Success Manager (Poland)

Optro Inc.

Job Overview

Location

Poland

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Optro Inc., you will be instrumental in ensuring our rapidly growing base of SaaS customers maximizes the value derived from our leading audit, risk, ESG, and InfoSec platform. This pivotal role focuses on delivering exceptional value at scale, employing digital engagement, automation, and data-driven strategies to foster product adoption, drive customer retention, and identify avenues for growth, all while optimizing efficiency and elevating the customer experience. You will be a key partner to our Customer Marketing, Product, and Operations teams, supporting thousands of users through sophisticated lifecycle programs and efficient tech-touch engagement.
• In your day-to-day responsibilities, you will expertly manage a substantial portfolio of SaaS customers, leveraging one-to-many communication strategies to maintain engagement and deliver consistent value. This involves segmenting accounts meticulously based on their lifecycle stage and product usage patterns, and tailoring your engagement approach accordingly. A critical aspect of your role will be maintaining a clear and accurate visibility into the health of your customer portfolio through diligent use of CRM and Customer Success tools. You will proactively monitor for churn risk by analyzing behavioral signals and customer health scores, deploying automated renewal readiness campaigns and sophisticated escalation workflows to mitigate potential attrition. Furthermore, you will collaborate closely with Sales and Renewals teams on scaled renewal plays and strategic messaging to secure continued customer commitment.
• Beyond retention, you will be a key driver of expansion opportunities. This includes identifying product-qualified leads (PQLs) and recognizing usage-based expansion opportunities within your customer base. You will strategically trigger in-app messages, targeted emails, and nurture campaigns designed to promote upsell and cross-sell initiatives. To facilitate this growth, you will collaborate closely with the Sales team to effectively transition qualified opportunities. In instances where customers require additional assistance, you will guide them to the appropriate support resources, whether self-serve or live, ensuring a seamless support experience. You will also triage and route issues when automated systems fall short, escalating critical items promptly to ensure swift resolution. A vital part of this process involves surfacing common support themes to inform improvements in our FAQs and customer-facing content, thereby enhancing the overall support ecosystem.
• A significant focus of your role will be on driving product adoption. You will be responsible for building and launching effective onboarding journeys and adoption campaigns designed for scale. By closely monitoring usage metrics, you will proactively engage with accounts that show underutilization, providing them with the guidance and resources needed to fully leverage the platform's capabilities. You will leverage a variety of tools, including in-app guides, videos, and webinars, to effectively drive feature adoption across your customer base. You will also cultivate digital relationships through active community engagement, informative newsletters, and participation in relevant events, fostering a sense of partnership and belonging. Responding promptly and thoughtfully to customer inquiries and feedback received via email, surveys, or webinars will be paramount. Crucially, you will collect and act upon sentiment and Voice of Customer (VoC) data to continuously refine our strategies and offerings.
• You will also play a key role in process and operational improvement. This involves identifying opportunities to enhance lifecycle automation, refine segmentation logic, and optimize engagement flows to improve efficiency and effectiveness. You will work closely with the Customer Success Operations (CS Ops) team to optimize systems, develop robust playbooks, and improve reporting mechanisms. Contributing to process documentation and customer journey mapping will be essential in standardizing best practices and ensuring a consistent, high-quality customer experience. Internally, you will partner closely with the Product and Marketing teams to ensure alignment in campaigns and messaging, sharing valuable customer insights to influence the product roadmap and content priorities. Collaboration with CS Ops on playbook triggers and system improvements will be ongoing to ensure our tools and processes are best-in-class.
• Finally, you will be responsible for metrics and reporting. You will partner with the CX team to track and analyze scaled Customer Success KPIs, such as email open rates, campaign engagement, and adoption lifts. Maintaining accurate and up-to-date data in CRM and CS platforms, such as Gainsight, will be a core responsibility. You will use the insights derived from this data to iterate on customer programs and journeys in collaboration with the CX team, ensuring continuous improvement and data-driven decision-making.
• Optro Inc. is a rapidly growing SaaS company that has achieved significant milestones, surpassing $300M ARR and consistently ranking among North America's fastest-growing tech companies. Our award-winning platform is trusted by over 50% of the Fortune 500, including 7 of the Fortune 10, to enhance clarity and agility in their operations. We are highly rated on G2.com and Gartner Peer Insights, reflecting our commitment to customer satisfaction. Our culture is built on mutual inspiration, innovation, and a shared dedication to helping our customers succeed and contributing positively to our communities. We foster an environment where collaboration is key, and barriers are broken down to create the most loved audit, risk, ESG, and InfoSec platform.
• In this role, you will have the opportunity to launch and grow your career within a dynamic and high-achieving environment. You will gain invaluable experience in managing a large book of SaaS customers at scale, mastering digital engagement strategies, and leveraging data to drive customer success outcomes. You will contribute directly to the company's growth and success by ensuring high levels of customer retention and expansion, while also influencing product development and operational improvements through your customer insights. This position offers a unique chance to develop expertise in a critical area of SaaS business, working with cutting-edge technology and a supportive, innovative 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

• 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).
• 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!

Skills & Technologies

Remote

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Optro Inc.

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About Optro Inc.

Optro is a technology company focused on revolutionizing the way businesses manage and leverage their data. They provide an AI-powered platform designed to automate data operations, enabling organizations to extract deeper insights, improve data quality, and accelerate data-driven decision-making. Their solution addresses common challenges in data integration, transformation, and governance, making complex data processes more accessible and efficient. Optro serves a wide range of industries, empowering them to unlock the full potential of their data assets for competitive advantage and operational excellence.

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