Senior Manager, Customer Success – Scale
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Job Description
Senior Manager, Customer Success leading scale customer segment for AuditBoard, a top-rated tech company. Architecting customer journeys and mentoring a team of CSMs across the U.S. and Poland.
Responsibilities:
- Lead the Scale Motion: Mentor and develop a team of CSMs focused on managing customer health through tech-touch and one-to-many engagements.
- Drive Performance at Scale: Set and track KPIs focused on segment-wide retention, expansion leads, and "Time to Value."
- Enablement: Train your team to become experts in managing by exception—using data to identify which customers need a human touch and which are thriving via digital paths.
- Cross-Functional Advocacy: Partner with Product Ops and Digital CS to build a seamless in-app and email customer journey that reduces friction and drives adoption.
- Architect the Digital Journey: Design and optimize the end-to-end customer lifecycle for the Scale segment, including automated post-implementation handoffs, digital success plans, and trigger-based playbooks.
- Content & Community: Partner with our Product SME teams to create scalable "Expert" content (webinars, CS insights, community forums) that solves common GRC workflow challenges for the masses.
- Health Scoring & Analytics: Own the data. Use Customer Success platforms that leverage health scores and triggers to predict churn and identify expansion opportunities across thousands of accounts.
- Programmatic Success: Run Success Campaigns (e.g., a "SOX Readiness" campaign) designed to drive specific product adoption behaviors across the entire segment simultaneously.
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 Leadership: Experience managing teams in a fast-paced environment where process is product.
- GRC Domain Literacy: You don't need to be a former Auditor, but you must understand the Language of Audit, Risk, and Compliance to ensure our automated playbooks and content feel authentic and valuable.
- Strategic Influence & Partnership: Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.
- Data Fluency: You are obsessed with CRM and CS Platform data (Gainsight, ChurnZero, Totango, SalesForce, etc.). You can clearly define the key data requirements for a meaningful dashboard and, more importantly, translate those metrics into high-impact strategic actions.
- Operational Mindset: You enjoy building systems and engines. You would rather spend four hours automating a solution for 500 customers than 30 minutes solving it for just one.
- Exceptional Communication: You can translate complex GRC concepts into simple, engaging digital content and one-to-many presentations.
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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