Senior Customer Success Manager, AI Governance

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

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.

Key Responsibilities

• 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

Attributes of a Successful Candidate

• 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.

Preferred Certifications

• AIGP (Artificial Intelligence Governance Professional) via IAPP

• CIPP (Certified Information Privacy Professional)

• Prosci Certified Change Management Professional (CCMP)

Perks (United States)

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

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

• Comprehensive employee health coverage

• 401(k) with company match

• Competitive compensation & bonus program

• Flexible vacation (exempt) / Accrued vacation (non-exempt)

• Time off for your birthday & volunteering

• Employee resource groups

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

• Parental Leave

*perks may vary based on eligibility/location

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.
  

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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