Senior Manager, Customer Success - Poland

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.
At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

Why This Role is Exciting

We are looking for a people-first, execution-oriented Senior Manager, Customer Success (Scale) to lead our Poland-based Scale CSM team. As our first leadership hire in Poland, you will serve as the foundational pillar of our regional presence. Beyond managing the Scale team, you will act as the local 'anchor' for Optro’s culture, playing a strategic role in establishing our brand and operational footprint within the Polish market."

Working in close partnership with our US-based Scale team, you will co-own the global execution of the Scale motion. You will lead a high-performing team CSMs in Poland who support customers worldwide. This role is perfect for a leader who excels at people management, operational discipline, and scaling complex processes to a global audience.

Key Responsibilities 

People Management

• Team Leadership: Directly manage, coach, and lead a team of Customer Success Managers in Poland, acting as the primary leadership presence in our Poland hub.

• Hiring & Onboarding: Lead the recruitment and training of new CSMs, ensuring they develop GRC domain knowledge, product use cases and "Scale" operational skills.

• Performance Coaching: Conduct regular 1:1s, shadow customer calls, and provide actionable feedback to help your team achieve their retention and expansion targets.

Culture Carrier: Foster a high-energy, collaborative, and inclusive environment within the Poland office that aligns with Optro’s global values.

Program Execution

• Execute Global Plays: Take the digital-led strategies and playbooks and ensure they are deployed effectively across the Scale customer base.

• Localization & Optimization: Identify global and regional nuances (e.g., GDPR requirements, international audit standards, or local workflows) and adapt global programs to ensure they resonate with Scale customers.

• Operational Excellence: Monitor team dashboards to ensure "at-risk" customers are being identified by the tech-touch triggers and that your team is intervening effectively.

• Feedback Loop: Act as the voice of the Scale customers. Partner with Scale/Digital and Product teams to share insights that will improve the global digital journey.

• Business Outcomes: Own the GRR (Gross Retention Rate) and lead generation metrics for the Scale segment.
  

Attributes for a Successful Candidate

• 5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience: Specifically within B2B SaaS, with a proven track record in Scale, Digital-Led, or Pooled CS models.

• 2-4+ years of People Leadership: Proven experience managing B2B SaaS Customer Success or Account Management teams. You have a track record of developing junior talent into high performers.

• Operational Execution: You are a "Master of the How." You enjoy taking a high-level strategy and building the day-to-day workflows to make it a reality.

• GRC Literacy: You understand the "Language of Audit, Risk, and Compliance." You can guide your team through complex customer workflows and ROI conversations.

• Data-Driven: You are comfortable using Gainsight, Salesforce, and Tableau to track team performance and customer health.

• Global Operational Perspective: Experience managing customers or teams across international markets; understanding the cultural and regulatory diversity of the territory.

• Communication: Exceptional English fluency. You must be able to bridge the gap between US-based strategic leadership and your local execution team.
  

Nice to Have 

• Fluency in French, German, or Arabic to better support regional expansion.

• Hands-on experience with Optro or similar GRC/Audit platforms.

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.

• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.

• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.

• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.

• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.
  

Perks*

• Launch a career at one of the fastest-growing SaaS companies in North America!

• Live your best life (LYBL)! $200/mo for anything that enhances your life

• Comprehensive employee health coverage (all locations)

• 401K with match (US) or pension with match (UK)

• Competitive compensation & bonus program

• Flexible Vacation (US exempt & CA) or 25 days (UK)

• Time off for your birthday & volunteering

• Employee resource groups

• Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.
We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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