Senior Manager, Customer Success
AuditBoardWashington, DC, US6 days ago
Job type
- Full-time
Job descriptionAs a coach : Lead, mentor, and develop a team of CSMs, fostering a culture of customer-centricity and continuous improvement. Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback. Collaborate with cross-functional teams (Sales, Product, and Marketing, etc.) to optimize the customer journey and drive advocacy. As a player : Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded. Develop and execute success plans tailored to each customer's business objectives. Proactively identify opportunities for growth, expansion, and customer advocacy. Navigate complex stakeholder environments to ensure seamless collaboration and value delivery. 57+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment. 24+ years of experience managing and developing customer-facing teams. Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives. Proven track record of retention, expansion, and customer advocacy success. Experience working with executive stakeholders (internally and externally). Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels. Demonstrated success in leading through change and scaling teams / processes. Prior ownership of customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation. Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce). Willingness and ability to travel within the U.S. and Canada as needed. 1+ years of hands-on experience with AuditBoard modules, data load processes, and advanced configurations Understanding of GRC, audit, or compliance domains Customer obsession : Apply relentless focus on listening to and understanding customers as the core of everything we do Win, together : Drive to be the best while supporting each other's success Gritty resilience : Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals Personal improvement : Stay eager to share insights, seek feedback, and continuously learn Constant innovation : Challenge the status quo and drive improvements 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 Remote and hybrid work options, plus lunch in the Cerritos office 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 AuditBoard cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.
Senior Manager, Customer Success (US)
Having surpassed $200M ARR and continuing to grow, AuditBoard 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 : AuditBoard is top-rated on G2.com and Gartner Peer Insights. At AuditBoard, 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 sixth year in a row, as ranked by Deloitte!
We're seeking an experienced and dynamic Senior Manager, Customer Success (US) to take on a dual role as both a player and a coach. You'll lead and develop a team of talented Customer Success Managers (CSMs) while directly partnering with enterprise customers to ensure their success with our solutions. This role is perfect for a strategic leader who thrives in a fast-paced environment, embraces hands-on engagement, and is passionate about driving customer satisfaction and measurable business impact.
You will also
- Shape the future : You'll be at the forefront of building and scaling our enterprise customer success function, setting the foundation for future growth.
- Make an impact : This is a high-visibility role where your efforts directly contribute to our customers' success and the company's bottom line.
- Be a leader and doer : You'll get to lead a team while staying actively involved with customers, keeping your skills sharp and your contributions tangible.
- Collaborative culture : Join a supportive, innovative team where your ideas are valued, and your work makes a difference.
- Career growth : As we scale, you'll have the opportunity to grow with us, taking on increasing responsibility and influence.
Key responsibilities :
Attributes for a successful candidate :
Nice to have :
Our company values :
Perks :
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Senior Customer Manager • Washington, DC, US
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