Senior Manager, Customer Success – Scale
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Job Description
Senior Manager leading Customer Success team in Poland for AuditBoard, a leader in audit and risk management software. Partnering globally to enhance customer success and team performance.
Responsibilities:
- 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 AuditBoard’s global values.
- 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.
Requirements:
- 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.
Benefits:
- 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!
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