Director, Customer Success – Strategic Accounts

United States

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$160,000 – $240,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Biotechnology, SaaS, Audit, Risk Management, ESG, InfoSecIndustries

Requirements

The ideal candidate will have 8-10+ years of experience in Customer Success or Account Management, with at least 3 years in a leadership role, and proven success managing strategic/enterprise customers in a SaaS or technology company. A strong understanding of customer lifecycle management, QBRs/EBRs, and strategic account planning is essential, as is the ability to communicate effectively at the executive level. Demonstrated experience managing to key metrics like retention, growth, and customer health is required, along with a passion for customer outcomes, team development, and operational rigor. Familiarity with tools such as Gainsight, Salesforce, or Zendesk is expected, and a Bachelor's degree is mandatory, with an MBA or advanced degree being a plus. Experience in a high-growth B2B SaaS environment or with Auditboard products, and background supporting customers in regulated or complex industries are considered advantageous.

Responsibilities

The Director of Customer Success will build and execute the Customer Success strategy for Strategic Accounts, aligning with company OKRs and revenue goals, and will hire, mentor, and develop a high-performing team of Strategic CSMs. This role involves guiding customers through key lifecycle milestones, ensuring they achieve measurable business outcomes, and developing executive relationships with customer stakeholders. The Director will also represent the voice of the customer internally, driving influence across product, engineering, and leadership teams, and will use customer health data to proactively manage risk and identify growth opportunities. Additionally, they will define and optimize key success metrics, standardize processes for managing strategic customers, and collaborate closely with Sales, Renewals, Implementation, and Support teams to ensure a seamless customer experience.

Skills

Customer Success

Account Management

SaaS

Leadership

Strategy

Team Management

Customer Retention

Customer Advocacy

Cross-functional Collaboration

Product Management

Sales

Customer Support

Revenue Growth

AuditBoard

GRC software for audit and compliance

About AuditBoard

AuditBoard provides Governance, Risk, and Compliance (GRC) software solutions for large enterprises, including many Fortune 500 companies. Its platform automates and manages audit, risk, and compliance programs in real time, enabling teams to collaborate and report from anywhere. The company operates on a Software-as-a-Service (SaaS) model, offering specialized modules for different GRC aspects, which simplifies complex tasks and improves efficiency. AuditBoard's goal is to empower organizations to effectively manage their compliance and risk management needs.

Cerritos, CaliforniaHeadquarters

2014Year Founded

$42.4MTotal Funding

BUYOUTCompany Stage

Enterprise Software, Financial ServicesIndustries

501-1,000Employees

Risks

Increased competition from emerging GRC software providers could erode market share.

Rapid technological advancements may require costly updates to remain competitive.

Cybersecurity threats targeting cloud-based platforms could damage reputation and client trust.

Differentiation

AuditBoard offers a fully integrated GRC platform for large enterprises.

The platform provides real-time collaboration and reporting capabilities for remote work environments.

AuditBoard's SaaS model ensures continuous updates and improvements to its software.

Upsides

AuditBoard ranked #1 in enterprise Security Compliance in G2 Winter 2025 Grid Report.

The company was named 'Overall Risk Management Solution of the Year' in 2024.

AuditBoard's new analytics suite enhances data insights for customers.

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