Osano

Role Description We're looking for a Junior IT Analyst (Part-Time) to join our IT team. This is an excellent opportunity for a recent graduate or someone with 0–3 years of experience looking to launch their career in IT operations, security, and modern cloud infrastructure. As the first point of contact for Tier 1 IT support, you'll play a key role in helping employees stay productive by: - Resolving technical issues - Managing user access - Maintaining company devices - Supporting the systems our team relies on every day You'll also have the opportunity to learn from experienced IT and Security professionals while gaining hands-on exposure to automation, AI, and cloud-first technologies. This position is ideal for someone who enjoys helping others, loves solving technical problems, communicates well with both technical and non-technical users, and is excited to continuously learn and grow. Responsibilities - Serve as the primary point of contact for internal Tier 1 IT support by troubleshooting hardware, software, access, and endpoint issues. - Manage the employee lifecycle by provisioning and deprovisioning user accounts and maintaining appropriate access across business systems. - Administer Google Workspace, including email accounts, groups, shared drives, and permissions. - Assist with Mobile Device Management (MDM) platforms to ensure company devices remain secure and compliant. - Monitor and manage the daily IT support queue, ensuring timely resolution of employee requests. - Document troubleshooting steps, procedures, and internal knowledge base articles. - Assist with enforcing security policies and maintaining compliance across company systems. - Explore opportunities to leverage AI tools and automation to improve IT workflows and reduce repetitive manual tasks. - Partner cross-functionally with Engineering, Security, People Operations, and other internal teams to deliver an exceptional employee experience. Qualifications - 0–3 years of IT Support, Help Desk, or IT Operations experience (recent graduates with relevant internships or coursework are encouraged to apply). - Experience supporting Google Workspace or similar cloud productivity platforms. - Experience with or exposure to Mobile Device Management (MDM) solutions such as Microsoft Intune, Kandji, Jamf, or similar platforms. - Experience troubleshooting hardware, software, and user access issues. - Strong customer service skills with a passion for helping others. - Excellent written and verbal communication skills. - Ability to work independently in a remote-first environment while managing competing priorities. Nice-to-Haves - Basic experience with Bash, ZSH, Python, or PowerShell scripting. - Familiarity with identity and access management concepts. - Understanding of endpoint security, compliance, or security best practices. - Experience using AI tools such as ChatGPT, Claude, or Microsoft Copilot to improve productivity. - Exposure to SaaS environments or cloud-first IT infrastructure. Benefits - 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.

Role Description We're looking for a Content Marketing & Design Specialist to join our Marketing team. This person will play a pivotal role in closing Osano's awareness gap — creating high-volume, high-impact content across LinkedIn, video, and design to bring the Osano brand to life within our ideal customer profile. You'll work alongside our Content Strategist (who owns long-form content and webinar support) and help close the gap between strategy and execution — turning campaign briefs, ideas, and rough drafts into polished, published content across multiple channels. This is a high-output role: we move quickly, our content calendar is full, and we need someone who can pick up a brief and run with it. This position is ideal for someone who is a proficient, fast writer with a strong design sensibility — someone who can distill complex topics into simple, visually engaging content and ship at volume without a lot of hand-holding. Responsibilities - Produce high-quality graphics, visuals, and short-form written content optimized for social channels, especially LinkedIn. - Produce short-form video content, using tools to bring scripts to life. - Support integrated campaign execution by producing content assets across all funnel stages — from awareness to conversion. - Expand Osano's content and following on LinkedIn, YouTube, and emerging channels. - Support marketing events by producing promotional content and event creative. - Serve as the design arm for the team — creating on-brand visual assets for campaigns, social, email, and the website. - Maintain and apply the Osano brand style guide across all content. - Build templates that help the broader team produce consistent, quality content independently. - Work in a structured, project-based cadence of planning, writing, video creation, and analytics. - Collaborate cross-functionally, including interfacing with product managers on release-related content. - Track content performance and map assets to campaign goals. - Provide insights and recommendations to improve reach, engagement, and conversions. - Provide general support to the marketing department by assisting with additional projects and responsibilities as needed. Qualifications - 3–5 years of experience in content marketing, copywriting, or a similar role. - Proficient writing skills, especially short-form and LinkedIn-optimized content, with the ability to publish at high volume. - Ability to distill complex topics into simple, visually engaging formats. - Short-form video creation ability. - Proficiency in a design tool (Figma, Canva, or Adobe Creative Suite) — you can produce polished, brand-aligned assets independently. - Ability to self-manage and ship quickly, managing multiple projects and deadlines. - Strong cross-functional communication. Nice-to-Haves - Experience in privacy, legal tech, compliance, SaaS, or a regulated industry (industry knowledge can be taught — B2B SaaS experience is not required). - Agency background transitioning to an in-house role. - Expertise in additional social channels beyond LinkedIn. - Familiarity with HubSpot, Notion, or similar marketing/project management tools. - Familiarity with AI tooling. Benefits - 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. (Austin is preferred). - 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.

Role Description We’re hiring an experienced Sales Manager to nurture and inspire a high-performing team of 9 Account Executives. Our sales team is instrumental in driving Osano forward by bringing our suite of products to a new generation of customers. We’re an energetic, kind, and intentional team looking for our next leader to enthusiastically support Osano’s products, people, ideals, and values. Responsibilities - Design and execute quarterly and annual sales plans. - Support the sales team with prospect meetings, presentations, and negotiations. - Conduct weekly forecast reviews and quarterly progress review sessions. - Own your team's quarterly quota, designing and deploying strategies to achieve it. - Manage productivity, opportunities, and quality to ensure teams meet/exceed established goals and provide a delightful customer experience. - Make ongoing process improvements, recommendations, and implementation of systems that will make our team more efficient. - Be a strong cross-functional partner to Sales Enablement, Product, Marketing, & Customer Success. Team Development - Embody inclusive, servant leadership and nurture coach individuals at all levels to success. - Hire, mentor, and develop individuals to bring intellectual curiosity, resilience, and resourcefulness to their roles. - Provide feedback + focus your team of account executives. - Collaborate with the People team on hiring and development to ensure a diverse team that’s exceeding expectations. - Coach team members on sales acumen, product positioning, forecasting, and deal-level execution. Qualifications - You have 2-5 years of experience managing + leading a team of Account Executives, plus your own experience as an Account Executive (or a similar role), in an enterprise SaaS environment. - Ideally, you have some experience in governance/risk/compliance technology, legaltech, cybersecurity, or similar technical sales environments. However, this is not a requirement. - You’re a team player willing to get in the trenches with your team. - You are familiar with MEDDPICC, Challenger, and/or Force Management methodologies. - You possess excellent communication skills and have no problem managing expectations at various levels in a 100% remote office environment. - You’ve successfully built, grown, and led a sales team, including hiring early-stage talent. - You thrive in fast-paced, remote environments and have a way of nurturing early-career talent to do the same. - You’re customer-focused and bring examples of how you’ve identified + responded to internal and external customer needs. - You recognize opportunities and initiate actions to capitalize on—you’re always looking for new ways to make an impact. - You’re an innovative thinker; you embrace and champion new ideas and encourage others to do the same. - You build strong relationships and convey a deep concern for all employees. - You ensure individual needs + those of Osano are met and thoughtfully communicate up and down. Benefits - Competitive compensation + ownership interest for early stake in our success! - Unlimited paid time off with a requirement to take at least two weeks off per year. - We're continuously a Best Place for Working Parents and offer paid parental leave for all new parents + believe that family, however you define it, comes first. - Osano sponsors individual premiums for base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision Insurance via Aetna. - A fully, permanently remote company so you can work from anywhere in the U.S. - Receive a Macbook + $600 to craft your home workspace. - Annual company trip designed to foster connection, creativity, and having fun together! - Mental health benefits with free memberships to mindfulness + talk therapy services.

Role Description We’re hiring an experienced Sales Manager to nurture and inspire a high-performing team of 9 Account Executives. Our sales team is instrumental in driving Osano forward by bringing our suite of products to a new generation of customers. We’re an energetic, kind, and intentional team looking for our next leader to enthusiastically support Osano’s products, people, ideals, and values. Responsibilities - Design and execute quarterly and annual sales plans. - Support the sales team with prospect meetings, presentations, and negotiations. - Conduct weekly forecast reviews and quarterly progress review sessions. - Own your team's quarterly quota, designing and deploying strategies to achieve it. - Manage productivity, opportunities, and quality to ensure teams meet/exceed established goals and provide a delightful customer experience. - Make ongoing process improvements, recommendations, and implementation of systems that will make our team more efficient. - Be a strong cross-functional partner to Sales Enablement, Product, Marketing, & Customer Success. Team Development - Embody inclusive, servant leadership and nurture coach individuals at all levels to success. - Hire, mentor, and develop individuals to bring intellectual curiosity, resilience, and resourcefulness to their roles. - Provide feedback + focus your team of account executives. - Collaborate with the People team on hiring and development to ensure a diverse team that’s exceeding expectations. - Coach team members on sales acumen, product positioning, forecasting, and deal-level execution. Qualifications - 2-5 years of experience managing + leading a team of Account Executives, plus experience as an Account Executive (or a similar role), in an enterprise SaaS environment. - Experience in governance/risk/compliance technology, legaltech, cybersecurity, or similar technical sales environments is ideal, but not required. - Familiarity with MEDDPICC, Challenger, and/or Force Management methodologies. - Excellent communication skills and ability to manage expectations at various levels in a 100% remote office environment. - Experience building, growing, and leading a sales team, including hiring early-stage talent. - Ability to thrive in fast-paced, remote environments and nurture early-career talent. - Customer-focused with examples of identifying + responding to internal and external customer needs. - Innovative thinker who embraces and champions new ideas. - Strong relationship builder with a deep concern for all employees. - Ability to ensure individual needs + those of Osano are met and communicate effectively up and down. Benefits - Competitive compensation + ownership interest for early stake in our success! - Unlimited paid time off with a requirement to take at least two weeks off per year. - Paid parental leave for all new parents + belief that family, however you define it, comes first. - Osano sponsors individual premiums for base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision Insurance via Aetna. - A fully, permanently remote company so you can work from anywhere in the U.S. - Receive a Macbook + $600 to craft your home workspace. - Annual company trip designed to foster connection, creativity, and having fun together! - Mental health benefits with free memberships to mindfulness + talk therapy services.

Role Description We’re looking for a Senior AI Engineer to join our Engineering team. This person will play a pivotal role in architecting and delivering privacy-first AI systems that power the next generation of Osano’s product capabilities. This role goes beyond wrapping APIs or building chat interfaces. You will: - Design and deploy autonomous AI agents - Develop strict-source-following RAG systems - Implement evaluation frameworks that ensure reliability, compliance, and production-grade performance This position is ideal for someone who is highly technical, thrives in ambiguity, takes ownership of 0→1 initiatives, and believes responsible AI development is non-negotiable. Responsibilities - AI System Architecture - Architect and deploy autonomous AI agents and multi-agent workflows - Design strict-source-following Retrieval-Augmented Generation (RAG) systems that minimize hallucination and enforce citation integrity - Implement guardrails, structured outputs, and validation layers - Production Engineering - Build scalable backend services using FastAPI - Orchestrate agentic workflows using LangGraph - Deploy and manage AI workloads within AWS or Azure - Optimize model performance, reliability, and cost - Evaluation & Continuous Improvement - Develop rigorous evaluation pipelines measuring: - Accuracy - Citation adherence - Latency - Reliability - Establish metric-driven iteration cycles - Continuously refine deployed systems based on measurable outcomes - Privacy-First Development - Embed privacy-by-design principles across the AI stack - Ensure compliance, data sovereignty, and secure handling practices - Collaborate cross-functionally to align AI capabilities with regulatory standards Qualifications - 5+ years of professional experience - Experience deploying and managing AI workloads in AWS or Azure - Deep technical understanding of LLM usage and orchestration beyond prompt engineering - Strong expertise in Python AI ecosystem, specifically: - FastAPI - LangGraph - Proven experience building: - Complex RAG systems - Autonomous AI agents - Experience building evaluation frameworks and iterating based on performance metrics Requirements - Experience with Knowledge Graphs to enhance RAG precision - Familiarity with Privacy-Enhancing Technologies (PETs) - Experience with data anonymization techniques - Background in compliance-heavy or regulated environments Benefits - 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

Role Description We’re looking for a Senior Software Engineer, Infrastructure & Tools to join our Engineering team. This person will play a pivotal role in improving engineering velocity, deployment reliability, developer experience, and security automation across the software development lifecycle. This engineer will redesign CI/CD systems, modernize internal developer tooling, and introduce AI-assisted automation that enables Osano engineers to build, test, and ship software faster with greater confidence. The role will work closely with Engineering, SRE, Product, and Security stakeholders to eliminate operational bottlenecks and build scalable systems that improve the effectiveness of the broader engineering organization. This position is ideal for someone who enjoys solving complex infrastructure and developer workflow challenges, thrives in ambiguous environments, and takes pride in building systems that make other engineers more productive. Responsibilities - CI/CD & Deployment Infrastructure - Redesign and maintain CI/CD pipelines that reduce manual intervention and improve deployment velocity - Replace manual approval gates with automated quality and readiness checks - Improve build reliability, release consistency, and deployment confidence across engineering teams - Developer Experience & Internal Tooling - Build tooling and workflows that improve the day-to-day developer experience - Create systems for ephemeral and isolated development environments to reduce dependency on shared staging infrastructure - Build testing harnesses, automation workflows, and provisioning systems that accelerate engineering productivity - AI & Automation - Implement AI-assisted tooling to automate engineering workflows and repetitive operational tasks - Explore solutions such as AI-assisted code review, self-healing tests, and intelligent developer workflow automation - Continuously evaluate opportunities to responsibly apply AI across engineering systems and processes - Security & Compliance Automation - Embed security guardrails directly into the SDLC through automated scanning and compliance checks - Implement tooling for vulnerability detection, secret scanning, and release validation - Partner cross-functionally to ensure security and compliance practices scale alongside engineering growth - Observability & Metrics - Implement metrics and instrumentation to track deployment performance, pipeline health, and developer productivity - Use data-driven insights to identify bottlenecks and continuously improve engineering workflows - Contribute to operational excellence through scalable monitoring and feedback systems - Collaboration & Technical Leadership - Collaborate across Engineering, SRE, Product, QA, and Security teams to deliver scalable solutions - Communicate technical decisions clearly through documentation, runbooks, and design artifacts - Mentor engineers through best practices, tooling guidance, and collaborative problem solving Qualifications - You’re curious, self-directed, and motivated to continuously learn emerging infrastructure, automation, and AI technologies - You’re comfortable navigating ambiguity and creating clarity through thoughtful systems design and communication - You treat documentation and asynchronous communication as first-class engineering outputs - You collaborate well across teams and proactively surface risks, tradeoffs, and operational concerns - You balance speed with reliability and build systems that scale responsibly - You’re excited about privacy, responsible AI, and building trustworthy technology - You are willing to relentlessly pursue the best, most responsible ways to leverage AI—without overselling its capabilities or ignoring its limitations. Requirements - 5+ years of experience building and maintaining CI/CD systems, developer tooling, or infrastructure platforms - Experience with cloud infrastructure platforms such as AWS, Azure, or GCP - Strong experience with infrastructure-as-code tooling such as Terraform - Experience with containerization and orchestration technologies including Docker, Kubernetes, or ECS - Experience implementing automated testing systems, deployment workflows, and developer infrastructure tooling - Experience integrating security checks into CI/CD pipelines, including vulnerability scanning and secret detection - Strong written communication and documentation skills in remote-first engineering environments - Experience owning technical systems end-to-end and driving scalable engineering improvements Nice-to-Haves - Experience applying AI or LLM-based tooling to software engineering workflows - Familiarity with ephemeral or preview environment systems for feature branch testing - Experience implementing observability and engineering productivity metrics using Datadog, Grafana, or similar tooling - Experience working within compliance-sensitive B2B SaaS environments (SOC 2, GDPR, HIPAA, etc.) - Experience improving DORA metrics, release automation, or engineering operational maturity - Exposure to distributed systems reliability or platform engineering practices Benefits - 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

Role Description We’re looking for a Principal Product Manager to own and drive one or more strategic product areas within Osano’s platform. This is a high-ownership, execution-focused position for someone who wants to operate like a mini-GM for a product area — balancing customer needs, product strategy, engineering alignment, operational rigor, and business outcomes. This role has two major dimensions: - Part 1 — Product Ownership: - You will fully own a product area, including roadmap prioritization, continuous delivery, and ensuring Engineering has complete clarity around what is being built, why it matters, and sequencing priorities. - Part 2 — Principal-Level Operational Leadership: - As a Principal PM, you will help raise the bar across the Product organization by improving consistency, mentoring peers through influence, and helping shape how product development operates at Osano as we scale in an increasingly AI-native environment. This role is ideal for someone who thrives in ambiguity, moves decisively, embraces ownership, and prefers building and shipping over process-heavy product management. Responsibilities - Product Ownership & Execution: - Own roadmap, prioritization, and execution for one or more strategic product areas. - Operate with accountability for product outcomes, delivery quality, and execution consistency. - Define and execute 6–12 month roadmaps aligned with company objectives and customer needs. - Drive continuous shipping and iterative delivery with a strong bias toward learning and execution. - Ensure Engineering teams have clear understanding of priorities, sequencing, customer value, and business impact. - Partner closely with Engineering to maintain a predictable, high-quality release cadence. - Lead agile product development using Scrum, Kanban, or similar frameworks. - Cross-Functional Leadership: - Partner closely with Engineering, Design, GTM, and Executive Leadership to align priorities and execution. - Communicate product strategy, tradeoffs, and roadmap decisions clearly across stakeholders. - Drive alignment in ambiguous or rapidly changing situations. - Help teams make decisive, informed product decisions even when data is incomplete. - Operational Leadership & Product Excellence: - Raise the bar for product quality, consistency, and operational rigor across the Product organization. - Mentor and influence Product peers without direct management responsibility. - Help improve prioritization discipline, delivery practices, and product operating consistency. - Bring structure and clarity to fast-moving product initiatives. - AI & Innovation: - Aggressively incorporate AI-native workflows into discovery, prioritization, product operations, and execution. - Leverage AI and agentic tools to improve team efficiency and product development velocity. - Partner with Engineering to adapt product practices for an AI-accelerated development environment. - Evaluate opportunities and risks introduced by rapidly evolving AI capabilities and technologies. Qualifications - 8–10+ years of Product Management experience in B2B SaaS or ISV environments. - Proven experience operating as a senior individual contributor with ownership over a product line or major product area. - Strong track record operating in high-velocity environments with continuous or weekly release cadences. - Experience building and executing 6–12 month product roadmaps. - Strong partnership experience with Engineering teams on technical SaaS products. - Strong understanding of APIs, SDKs, integrations, distributed systems, and SaaS architecture concepts. - Clearly demonstrate how you have questioned, learned and used AI in the last 24 months to reinvent your product craft. - Ability to think strategically while operating hands-on within execution details. - Demonstrated ability to forecast product risks, delivery bottlenecks, and operational challenges ahead of time. - Experience mentoring or influencing Product peers without direct management authority. - Confidence using AI tools and workflows to improve product execution and decision-making. Nice-to-Haves - Experience in privacy, security, governance, integrations, middleware, or data platform domains. - Familiarity with event-driven systems or platform-oriented SaaS environments. - Experience prototyping or experimenting using modern AI tooling. - Experience scaling product practices in high-growth SaaS organizations. Benefits - 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.

Role Description Osano is seeking a Staff Accountant to support the day-to-day finance and accounting operations of a high-growth, mission-driven organization. This role is primarily focused on billing operations, including: - Customer invoicing - Accounts receivable - Collections - Billing dispute resolution - Revenue reconciliation The remainder of the role supports core accounting functions, including: - Accounts payable - General ledger activity - Month-end close The Staff Accountant will work closely with the Controller and cross-functional stakeholders across Sales, Customer Success, and Finance to ensure timely, accurate billing and financial operations while maintaining strong internal controls and scalable processes that support the company's growth. As the finance team scales, there is strong potential for this role to expand its accounting responsibilities over time, offering a clear path for professional growth into broader technical accounting and finance functions. Qualifications - Curious, self-directed, and motivated to take ownership of accounting operations. - Comfortable navigating ambiguity and creating clarity for stakeholders. - Excited about privacy, responsible AI, and supporting trustworthy technology companies. - Willing to continuously improve systems and processes while maintaining accuracy and integrity. - Embraces working in small teams, values responsiveness, and prioritizes operational excellence as the company scales. Requirements - Bachelor's degree in accounting or finance - 3–5+ years of experience managing billing, accounts receivable, and accounts payable functions - Full-cycle accounting experience, including general ledger accounting and monthly reconciliations - Strong understanding of GAAP principles - Experience using QuickBooks Online or similar accounting software - Experience using Stripe or similar subscription billing software - Proficiency in Excel or Google Sheets - Strong organizational skills and attention to detail - Ability to self-manage deadlines and respond to inquiries within one business day - Ability to work independently while maintaining clear communication with internal stakeholders Nice-to-Haves - Experience with HubSpot, Ramp, or similar financial and CRM tools - Experience supporting month-end close in a high-growth environment - Experience preparing audit documentation - Experience building or improving accounting workflows and controls - Experience budgeting and forecasting under a SaaS model Benefits - 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

About Osano: Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape. About the Role: We’re looking for a Manager of Product & Customer Support to lead and scale our support function as we grow. This role is both strategic and hands-on—you’ll act as a player-coach, leading a small but high-impact team, managing the support system, and directly engaging in tickets, escalations, and technical troubleshooting. You’ll be responsible for building the systems, processes, and tooling that allow Support to scale efficiently—without simply adding headcount—while ensuring a high-quality customer experience. This position is ideal for someone who thrives in fast-paced SaaS environments, enjoys solving complex technical problems, and is energized by building structure where it doesn’t yet exist. Responsibilities: Support Operations & Scaling - Own and manage the support ticket queue and day-to-day operations - Define, track, and improve key support KPIs (FRT, CSAT, resolution time, backlog) - Build scalable processes and workflows to support growth without increasing headcount - Identify and implement automation across triage, routing, and resolution Technical Troubleshooting & Escalation - Act as a senior escalation point for complex technical issues - Diagnose front-end, browser, and integration-related issues - Support API troubleshooting and technical debugging - Design and improve escalation workflows across Support, Product, and Engineering Tooling & Systems (DevRev Ownership) - Lead implementation and optimization of DevRev (or similar tools) - Build dashboards, reporting, and operational visibility into support performance - Continuously improve tooling to increase efficiency and insight Team Leadership (Player-Coach) - Manage and coach a small team of Support ICs - Provide mentorship, feedback, and performance guidance - Balance leadership responsibilities with hands-on ticket ownership Cross-Functional Collaboration - Partner closely with Product, Engineering, and Customer Success - Strengthen feedback loops between customer issues and product improvements - Influence product decisions through support insights and trends About You: - You’re curious, self-directed, and motivated to learn quickly - You thrive in ambiguity and create clarity for others - You’re calm under pressure and strong in customer escalations - You’re both a leader and operator—comfortable coaching and doing - You lead with empathy, accountability, and a strong customer-first mindset - You’re excited about building responsible, scalable systems Must-Haves: - 5+ years in technical support or similar within a SaaS environment - 2–3+ years of experience managing support teams or ICs - Proficiency in JavaScript, HTML, and CSS (debugging level) - Ability to troubleshoot client-side and browser-based issues using developer tools (console, network, etc.) - Strong understanding of API calls, integrations, and how systems interact - Experience working within technical support queues and managing ticket workflows - Experience with support tools (Zendesk, Jira, HubSpot Support, DevRev, or similar) - Familiarity with AI tools (e.g., ChatGPT) to improve troubleshooting efficiency and workflows - Ability to work cross-functionally with customer, product, and engineering teams. Nice-to-Haves: - Privacy, security, or compliance SaaS support experience - Experience with mobile SDKs (iOS and/or Android) - Server-side or backend experience (APIs, integrations, systems architecture) - Deeper expertise in JavaScript frameworks or advanced debugging techniques - Experience supporting technical implementations or customer integrations - Experience building automations or scripting for support workflows - Familiarity with project management tools (Airtable, Airfocus, Jira, etc.) - Experience owning knowledge bases, in-app support, or customer education resources. Why Us: - We're a welcoming team that's dependable, curious, moves fast, and full of talented people - We're a B-corporation with a mission that matters, in a high-growth space with significant potential - You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential - You'll have access to our training program, well-defined career paths, and a leadership team that values professional development Benefits: - 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 A Bit More About Osano Osano is a leading data privacy platform that helps organizations quickly and confidently comply with laws like GDPR, CCPA, and other global privacy regulations. From consent management to vendor risk monitoring, Osano makes complex privacy tasks refreshingly simple, so companies can focus on what they do best, while we handle the rest. We’re backed by top-tier investors including Baird Capital, Jump Capital, and LiveOak, and we’re scaling fast with a multi-year runway and ambitious growth plans. We’ve also been recognized as a Great Place to Work for four years running, with 97% of employees saying Osano is a great place to work. As we grow, we're looking for individuals who lean into modern technologies and smarter systems to drive efficiency, clarity, and speed; both in our product and in how we operate. If you're excited by the idea of helping build a high-growth, privacy-first company that embraces thoughtful automation, emerging tech, and intentional collaboration, we’d love to hear from you. Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.

About Osano: Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape. About the Role: We’re looking for a Strategic Customer Success Manager to join our Account Management team. This person will play a pivotal role in driving retention, expansion, and long-term customer value across our highest-value accounts. This position is ideal for someone who is both relationship-driven and data-informed—someone who can build trust with stakeholders while leveraging product insights and metrics to guide strategy and outcomes. Responsibilities: Customer Ownership & Retention - 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 Customer Engagement & Outcomes - 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 Data-Driven Account Management - 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. Cross-Functional Collaboration - 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 About You: - You’re curious, self-directed, and motivated to learn quickly. - You’re comfortable navigating ambiguity and creating clarity for others. - You’re excited about privacy, responsible AI, and building trustworthy technology. - You are willing to relentlessly pursue the best, most responsible ways to leverage AI—without overselling its capabilities or ignoring its limitations. - You’re highly organized and able to manage multiple accounts and priorities simultaneously - You’re customer-first and focused on outcomes and value delivery - You communicate clearly and confidently with stakeholders - You take ownership and operate with accountability Must-Haves: - 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 Nice-to-Haves: - Strong interest in AI tools and workflows (prompting, automation, experimentation) - Experience building automations or workflows using AI tools - Familiarity with Customer Success platforms (Gainsight, Vitally, or similar) - Experience with data analysis, reporting, or customer insights tools - Experience with customer journey mapping or lifecycle design Why Us: - We're a welcoming team that's dependable, curious, moves fast, and full of talented people - We're a B-corporation with a mission that matters, in a high-growth space with significant potential - You'll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Manager credential - You'll have access to our training program, well-defined career paths, and a leadership team that values professional development Benefits: - 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 A Bit More About Osano Osano is a leading data privacy platform that helps organizations quickly and confidently comply with laws like GDPR, CCPA, and other global privacy regulations. From consent management to vendor risk monitoring, Osano makes complex privacy tasks refreshingly simple, so companies can focus on what they do best, while we handle the rest. We’re backed by top-tier investors including Baird Capital, Jump Capital, and LiveOak, and we’re scaling fast with a multi-year runway and ambitious growth plans. We’ve also been recognized as a Great Place to Work for four years running, with 97% of employees saying Osano is a great place to work. As we grow, we're looking for individuals who lean into modern technologies and smarter systems to drive efficiency, clarity, and speed; both in our product and in how we operate. If you're excited by the idea of helping build a high-growth, privacy-first company that embraces thoughtful automation, emerging tech, and intentional collaboration, we’d love to hear from you. Osano is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.