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.

• Serve as the primary point of contact for CPQ (Configure-Price-Quote) support • Own and execute a comprehensive Gainsight overhaul—audit, debug, and rearchitect our Customer Success platform to align with customer journey best practices and drive adoption, renewal, and expansion outcomes • Build and maintain lifecycle processes, playbooks, and automation rules in Gainsight • Assist with end-of-quarter CS compensation reports and audit process • Create and coordinate key reporting for leadership, translating data and insights into executive dashboards on customer adoption, renewals, expansions, and churn • Partner with Product and Data teams on usage analytics initiatives to provide visibility into customer health and inform the adoption journey • Support internal change management activities for standard processes and tools across customer-facing teams • Understand and prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing teams to inform a cohesive operational strategy

• Design and ship automated workflows (n8n, LLMs, internal tooling) that eliminate manual work across CS. • Own customer health scoring infrastructure — define inputs, build the pipeline, surface signal. • Generate QBR materials and ROI reports at scale (Metabase + n8n + LLM pipelines). • Turn observations across the customer base into business-impact recommendations: where to push expansion, where churn risk is building, which product gaps are blocking deployment.

Your role at DynatraceAs a Lead Customer Success Manager, you will be a senior, high‑trust partner to a focused set of Dynatrace enterprise customers in India. You will work with customer leaders to align priorities, guide adoption, and build long‑term value from the Dynatrace platform. This role is designed for senior Customer Success professionals who thrive in complex environments and enjoy bringing clarity, structure, and momentum—especially when priorities shift or progress stall. You will work closely with senior business and technical stakeholders, helping define what success looks like, track progress, and guiding decisions that shape long‑term outcomes. What You’ll Do Customer Strategy & Success Planning • Own outcome‑driven success plans aligned to customer business priorities • Translate customer goals into measurable metrics, adoption milestones, and execution plans • Manage complex stakeholder landscapes and decision processes common in large Indian enterprises Adoption Consumption & Value Delivery • Drive adoption of Dynatrace across core and advanced enterprise use cases • Identify under‑utilized capabilities and lead structured adoption acceleration efforts • Ensure Dynatrace is embedded into customers’ day‑to‑day operational workflows • Quantify and articulate technical, operational, and business value Executive Engagement & Customer Leadership • Build advisory relationships with senior and executive stakeholders (IT, Digital, Operations) • Lead executive‑level conversations focused on outcomes, value, and strategic alignment • Navigate customer organizations with matrixed teams, central IT, and regional stakeholders Risk Management & Renewal Readiness • Proactively assess risks related to adoption, value realization, and engagement • Manage long and complex renewal cycles typical of large Indian enterprises • Partner with Sales to support renewals and growth while maintaining clear role boundaries Cross‑Functional Orchestration • Coordinate across Sales, Services (ACE), Solution Specialists, Support, Partners • Drive accountability and execution across distributed teams • Remove blockers that commonly arise in large‑scale India accounts What Success Looks Like • Customers demonstrate sustained progress toward clearly defined outcomes, with increasing adoption depth and platform value over time. • Executive alignment is established and maintained, enabling faster decisions and stronger long‑term partnerships. • Customer value is clearly articulated, repeatable, and credible, supporting renewal confidence and long‑term growth. • Risks surface early and are addressed proactively, rather than emerging late in the customer lifecycle. Why This Role Matters This is a pivotal role for Dynatrace in India. You will shape how enterprise customers realize value, build executive trust, and create the clarity and momentum needed for long‑term customer outcomes and predictable partnership success. What will help you succeed - 8–12 years in Customer Success, Technical Account Management, Consulting, or similar enterprise customer‑facing roles. - Proven experience working with enterprise customers in India, with awareness of local stakeholder expectations and operating rhythms. - Experience supporting complex customers through adoption, transformation, or modernization initiatives. - Executive‑ready communication: ability to translate technical capabilities into business‑relevant value. - Strong judgment and comfort operating in ambiguity—driving clarity and decisions without relying on rigid playbooks. - Cross‑functional influence and collaboration across Sales, technical teams, partners, and services organizations. - Familiarity with enterprise SaaS and modern cloud environments (e.g., AWS, Azure, GCP, Kubernetes, distributed applications). - Comfort guiding outcome‑focused conversations without needing to perform hands‑on implementation. Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace.