AuditBoard

Senior Manager, Customer Success – Scale

AuditBoard

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $137,600 - $206,400 per year

Job Level

Senior

About the role

  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessProgram ManagementData AnalysisHealth ScoringKPI TrackingDigital EngagementAutomated PlaybooksSuccess CampaignsGRC LiteracyB2B SaaS
Soft Skills
LeadershipCommunicationRelationship BuildingProblem SolvingStrategic InfluenceMentoringOrganizational SkillsData FluencyOperational MindsetEngagement