Customer Success Manager – Scale
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Job Description
Manage SaaS customer relationships and drive product adoption as a Customer Success Manager at AuditBoard. Focus on delivering value at scale and maximizing customer experience.
Responsibilities:
- Manage a high-volume portfolio by leveraging one-to-many communication strategies and CRM/CS tools
- Monitor churn risk through behavioral signals and health scores
- Identify usage-based expansion opportunities and MQLs
- Guide customers toward self-service or live event resources while triaging critical issues
- Drive feature adoption at scale by launching automated onboarding journeys
- Cultivate digital-first relationships through community engagement, newsletters, and events
- Collaborate with CS Ops to optimize systems, playbooks, and reporting
- Partner with Product, Marketing, and CS Ops to align campaign messaging
- Maintain accurate data in Gainsight and CRM platforms to track scaled CS KPIs
Requirements:
- 3+ years of experience in Customer Success or Account Management within a B2B SaaS environment
- Proven experience in a customer-facing role with an emphasis on identifying systemic trends across a broad customer base to drive programmatic outcomes
- 1+ years of hands-on experience with AuditBoard or similar GRC platform, data load processes, and advanced configurations (preferred)
- Exceptional writing and presentation skills, with a focus on "one-to-many" engagement
- Ability to distill complex product value into high-level digital narratives that resonate with C-level executives to drive program strategy and value at scale
- Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus)
- Self-motivated and proactive, with a "process-first" mentality
- Willingness and ability to travel within the U.S. and Canada as needed.
Benefits:
- 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!
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