Senior Customer Success Manager, Optro

• Prior Experience: 7+ years in high-touch SaaS environments (Management Consulting, Automation, Risk Advisory, or Legal Tech)
• AI Governance Expertise: Demonstrated expertise in designing, implementing, and advising on AI Governance frameworks and programs (e.g., related to EU AI Act, NIST RMF, ISO 42001), or significant experience with related GRC or compliance fields
• CS Tools: Familiarity with advanced customer success tooling to scale, streamline, and elevate their capabilities
• Strategic Customer Engagement: Proven track record of providing high-level, strategic support and consultation to a wide variety of customers / clients, guiding them through complex transformations and tech adoption
• Self-motivated and proactive, with the ability to collaborate across an organization and manage ambiguity effectively

Desirable

• AI governance is a critical space that is growing rapidly
• As Senior Customer Success Manager, AI Governance, you will be focused on enabling Optro’s customers to succeed in developing, growing, and managing their programs
• Working both on the ground with customers and with other Customer Success Managers to scale your impact, you’ll be the go-to-person for advising on complex customer needs and driving high-quality customer outcomes for AI governance across our portfolio
• This role offers a unique opportunity for a strategic problem solver with exceptional customer focus to build deep expertise in a critical space while leveraging customer context to shape the direction of Optro’s AI governance product offering
• Executive AI Governance Consulting: Partner with C-Suite stakeholders (Chief Risk Officers, General Counsels, and CDOs) as they establish their AI governance programs
• Product Adoption Strategy: Translate AI governance product capabilities into actionable usage recommendations for customers, ensuring maximum value realization
• Scaled Enablement: Empower the core Customer Success Management team with playbooks, training, and resources to drive AI governance stickiness and adoption at scale across their customer set
• Portfolio Health Optimization: Monitor, analyze, and continually improve the AI governance customer portfolio health by identifying risks, proactively engaging on adoption blockers, and scaling best practices
• AI Transformation Roadmap: Develop maturity model playbooks for clients to guide them from manual, ad-hoc AI governance to fully established AI governance programs
• Policy Translation: Distill complex regulations (EU AI Act, NIST RMF, ISO 42001) into actionable business insights in the context of the AI governance product