Pulse Customer Success Manager

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Who We Are

AuditBoard is the leading audit, risk, ESG, and InfoSec platform, having surpassed $200M ARR and continuing to grow. Over 50% of the Fortune 500, including 7 of the Fortune 10, rely on our award-winning technology for greater clarity and agility. Our customers love us, as reflected by our top ratings on G2.com and Gartner Peer Insights.

At AuditBoard, we foster a culture of inspiration, innovation, and collaboration. We are dedicated to helping our customers succeed and contributing positively to our company and communities. We're proud to be recognized as one of the 500 fastest-growing tech companies in North America for the sixth consecutive year by Deloitte.

Why This Role is Exciting

As a Pulse Customer Success Manager at AuditBoard, you will manage a substantial portfolio of SaaS customers, employing digital engagement, automation, and data-driven strategies. This role is designed to deliver value at scale, focusing on:

• Ensuring product adoption
• Driving retention
• Uncovering growth opportunities
• Maximizing efficiency and customer experience

You will collaborate closely with Customer Marketing, Product, and Operations teams to support thousands of users through lifecycle programs and tech-touch engagement.

Key Responsibilities

Account Management

• Manage a high volume of customers using one-to-many communication strategies.
• Segment accounts and tailor engagement based on lifecycle stage and product usage.
• Maintain visibility into portfolio health via CRM/CS tools.

Renewals and Retention

• Monitor churn risk through behavioral signals and health scores.
• Deploy automated renewal readiness campaigns and escalation workflows.
• Coordinate with Sales/Renewals on scaled renewal plays and messaging.

Upsell / Expansion

• Identify product-qualified leads (PQLs) and usage-based expansion opportunities.
• Trigger in-app messages, emails, or nurture campaigns to promote expansion.
• Collaborate with Sales to transition qualified opportunities.

Customer Support Escalation

• Guide customers to the right support resources (self-serve or live).
• Triage and route issues when automation fails, escalating critical items as needed.
• Surface common support themes to improve FAQs and content.

Product Adoption

• Build and launch onboarding journeys and adoption campaigns at scale.
• Monitor usage metrics and proactively engage underutilizing accounts.
• Leverage in-app guides, videos, and webinars to drive feature adoption.

Relationship Management

• Cultivate digital relationships through community engagement, newsletters, and events.
• Respond to customer inquiries and feedback via email, surveys, or webinars.
• Collect and act on sentiment and Voice of Customer (VoC) data.

Process and Operational Improvement

• Identify ways to improve lifecycle automation, segmentation logic, and engagement flows.
• Work with CS Ops to optimize systems, playbooks, and reporting.
• Contribute to process documentation and customer journey mapping.

Internal Collaboration

• Partner with Product and Marketing to align campaigns and messaging.
• Share customer insights to influence roadmap and content priorities.
• Collaborate with CS Ops on playbook triggers and system improvements.

Metrics and Reporting

• Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts.
• Maintain accurate data in CRM and CS platforms (e.g., Gainsight).
• Use insights to iterate on customer programs and journeys with the CX team.

Attributes for a Successful Candidate

• Experience:
  • 2+ years of experience in a customer-facing capacity.
  • 1+ years of program management experience.
• Skills:
  • Ability to leverage digital tools (Gainsight, ChurnZero, HubSpot, etc.).
  • Analytical mindset — comfort with data-driven decision-making.
  • Strong analytical, organizational, and data analysis skills; able to identify trends.