Customer Success Manager at Optery (W22) $100K - $150K Opt out software that removes your private info from the internet US / Remote (US) Full-time US citizen/visa only 3+ years About Optery Now is a great time to join Optery. Optery is profitable with $XXM annual revenue, and we 3x-ed sales last year. Our product was awarded “Editors’ Choice” by PCMag as the most outstanding in the personal data removal category for the 4th year in a row (2022 - 2025), we received the Cybersecurity Excellence Awards for Attack Surface Management, Digital Footprint Management, and Employee Privacy Protection for the 2nd year in a row (2024 - 2025), we received the Top InfoSec Innovator Award and Best Service for Attack Surface Management by Cyber Defense Magazine in 2025, Fortress Cybersecurity Award for Privacy Enhancing Technologies in 2025, Fast Company awarded Optery Next Big Things in Tech for Security and Privacy, Optery was ranked the #1 most effective of all personal data removal services tested in 2024 study by Consumer Reports, Optery was named one of Business Insider’s Top 30 Future Unicorns of 2025, and we’re changing the game in the world of consumer data in a way that puts individuals in control. Optery is automated opt out software, and we serve individuals, families and businesses. Our mission is to empower people to take control of their personal data, and we have a vision for a safer world through data privacy. Optery is the first company to offer a free report with dozens of screenshots showing where your personal information is being posted by hundreds of data brokers online (https://app.optery.com/signup), and the first to offer IT teams a completely self-service platform for finding and removing employee personal information from the web (https://business.optery.com/signup). Optery subscription plans automatically remove customers from these sites, clearing your home address, phone number, email and other personal information from the Internet at scale. The service is used to prevent threats like phishing, social engineering, identity theft, harassment and physical violence. Optery has completed its AICPA SOC 2, Type II security certification, and distinguishes itself with unparalleled search technology, data removal automation, visual evidence-based before-and-after reporting, data broker coverage, and API integration options. Hundreds of thousands of people rely on Optery to prevent attacks and keep their personal information off the Internet. Optery has raised $9M+ in funding from world-class investors such as Y Combinator, Alumni Ventures, Flex Capital, Global Founders Capital, Goodwater Capital, Pioneer Fund, Soma Capital, TRAC, Tribe Capital, Uncorrelated Ventures. Optery is headquartered in the San Francisco Bay Area, but operates as a fully-remote global team. About the role The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention. Optery is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the main point of contact for our enterprise customers and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customers realize their business outcomes with Optery. This is done through working in these areas of focus: Key Performance Objective #1: Retention Rate & Expansion Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction. Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn. Monitor customer health scores and take action based on data-driven insights. Implement feedback loops with customers to continuously improve the value they derive from the product. Identify and nurture upsell and cross-sell opportunities within the customer base. Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption. Key Performance Objective #2: Customer Health & Advocacy Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals. Develop customer success plans that outline key metrics, milestones, and success criteria for customers. Encourage and facilitate customer participation in case studies, testimonials, or reference programs. Leverage customer health metrics to prioritize accounts requiring additional attention or engagement. Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes. Key Performance Objective #3: Renewal & Contract Management Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms. Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle. Monitor renewal dates and contract details to ensure a smooth and seamless renewal experience. Requirements 4 year college degree At least 3+ years of experience as an Customer Success Manager at a B2B SaaS company Experience reporting CSM metrics and working with CSM KPI’s. Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills Ability to switch gears quickly and adapt to change effectively Familiarity with sales process, upselling and maintaining / exceeding goals Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization Critical thinking skills to help with analysis of business, market, and competitive trends. Some travel may be required Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk. Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight Skilled in Hubspot, Google Suite, Microsoft Office, and managing multiple products or interfaces Location While Optery is a fully-remote global team, this is a U.S.-based position and you will be required to work regular U.S. business hours, i.e. in the U.S. Eastern, Central, Mountain, and/or Pacific time zones. Compensation + Benefits $100K-$150K base + 15% on target bonus Competitive equity Great health, dental, and vision insurance 401k program with employer match Paid time off policy Stipend for home office setup Equal Opportunity Optery values diversity and is an equal opportunity employer. Optery does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. If you're ready to make an impact and shape the future of customer success at a startup, we’d love to hear from you! Technology Backend: Python / Django / nodeJS Frontend: React Hosted on AWS / K8S (EKS) / Grafana / Loki