Customer Success Manager

ORO Labs is an agentic procurement orchestration company delivering a no-code, AI-based procurement platform used by global enterprises. The Customer Success Manager serves as the primary post-implementation partner for enterprise clients to drive adoption, value realization, and long-term satisfaction while coordinating internally to improve outcomes and identify growth opportunities.

• Develop deep understanding of customer business goals, procurement challenges, and success metrics.

• Act as a strategic advisor aligning ORO solutions to evolving client needs and building relationships with stakeholders across enterprise accounts.

• Run regular business reviews and communicate value, ROI, and progress against success metrics.

• Anticipate customer needs, manage expectations, and guide best practices for procurement transformation.

• Identify risks early, create mitigation plans, and maintain overall account health.

• Monitor customer health scores and adoption metrics; take proactive actions to improve engagement.

• Coordinate with Product, Engineering, Implementation, and Sales to deliver consistent customer experiences.

• Drive measurable business outcomes and present data-driven insights demonstrating value and efficiency gains.

• Partner with account and product teams to identify and pursue upsell and cross-sell opportunities aligned to customer goals.

• Manage post-sales relationships to ensure retention and long-term success.

• Lead onboarding, enablement, and adoption programs for customer teams.

• Collaborate with technical teams to resolve complex issues quickly and effectively.

• Represent and advocate for the customer internally, influencing product direction through the voice of the customer.

• 5+ years of experience in Customer Success, Account Management, or Professional Services within an enterprise SaaS environment.

• Proven ability to manage relationships with senior executives and cross-functional teams in large organizations.

• Familiarity with procurement software, process automation, or digital transformation initiatives (highly desirable).

• Strong analytical and strategic thinking skills; ability to interpret customer data, identify trends, and translate insights into actions.

• Exceptional written and verbal communication skills, including leading executive-level discussions.

• Strong cross-functional collaboration skills with Sales, Product, and Engineering.

• Experience with Customer Success platforms (e.g., Gainsight, Totango), CRM (Salesforce), and analytics tools.

• Growth-oriented, empathetic mindset focused on delivering measurable customer value.

• Employment type: Full-time.

• Work arrangement: Remote.

• Flexible work environment emphasizing autonomy, learning, and impact.

• Global, innovative, and inclusive team; opportunity to work with large enterprise customers.