Senior Manager, Customer Success (Scale)

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

We’re seeking a data-driven and visionary Senior Manager, Customer Success (Scale) to lead the evolution of our scale customer segment. This is a "Player-Coach" role, but the "Player" side isn't about managing a book of business—it’s about architecting the digital-led journey for our customers.

You will lead a team of Scale CSMs (US) while personally designing the programs, playbooks, and one-to-many strategies that ensure every Optro customer, regardless of size, achieves measurable outcomes.

This role is perfect for a leader who loves efficiency, automation, and behavioral data. You’ll bridge the gap between deep GRC domain expertise and scalable B2B SaaS operations, influencing how we use technology to deliver a "high-touch feel" at a massive scale.

Key Responsibilities 

As a Coach:

• Lead the Scale Motion: Mentor and develop a team of CSMs focused on managing customer health through tech-touch and one-to-many engagements.

• Drive Performance at Scale: Set and track KPIs focused on segment-wide retention, expansion leads, and "Time to Value."

• Enablement: Train your team to become experts in "managing by exception"—using data to identify which customers need a human touch and which are thriving via digital paths.

• Cross-Functional Advocacy: Partner with Product Ops and Digital CS to build a seamless in-app and email customer journey that reduces friction and drives adoption.

As a Strategist (The "Player" Pivot):

• Architect the Digital Journey: Design and optimize the end-to-end customer lifecycle for the Scale segment, including automated post-implementation handoffs, digital success plans, and trigger-based playbooks.

• Content & Community: Partner with our Product SME teams to create scalable "Expert" content (webinars, CS insights, community forums) that solves common GRC workflow challenges for the masses.

• Health Scoring & Analytics: Own the data. Use Customer Success platforms that leverage health scores and triggers to predict churn and identify expansion opportunities across thousands of accounts.

• Programmatic Success: Run "Success Campaigns" (e.g., a "SOX Readiness" campaign) designed to drive specific product adoption behaviors across the entire segment simultaneously.

Attributes for a Successful Candidate

• 5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience: Specifically within B2B SaaS, with a proven track record in Scale, Digital-Led, or Pooled CS models.

• 2–4+ years of Leadership: Experience managing teams in a fast-paced environment where "process is product."

• GRC Domain Literacy: You don't need to be a former Auditor, but you must understand the "Language of Audit, Risk, and Compliance" to ensure our automated playbooks and content feel authentic and valuable.

• Strategic Influence & Partnership: Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.

• Data Fluency: You are obsessed with CRM and CS Platform data (Gainsight, ChurnZero, Totango, SalesForce, etc.). You can clearly define the key data requirements for a meaningful dashboard and, more importantly, translate those metrics into high-impact strategic actions.

• Operational Mindset: You enjoy building systems and "engines." You would rather spend four hours automating a solution for 500 customers than 30 minutes solving it for just one.

• Exceptional Communication: You can translate complex GRC concepts into simple, engaging digital content and "one-to-many" presentations.

Nice to Have 

• Experience with Marketing Automation / Product Adoption tools (Marketo, Pendo, or Chameleon) in a Customer Success context.

• Familiarity with AI tooling, journey orchestration, and agentic models in CS.

• Previous experience in a GRC-related field (Audit, SOX, IT Compliance) applied at a programmatic level.

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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