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 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, expansi...