Senior Manager, Customer Success

Salary: $132K - $198K Location Type: Remote Employment Type: FullTime

Company Information

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. 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!

Position Overview

We’re seeking an experienced and dynamic Senior Manager, Customer Success 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.

Why This Role is Exciting

• Shape the Future: 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: 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

As 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.

Attributes for a Successful Candidate

• Experience:
  • 5–7+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment.
  • 2–4+ years of experience managing and developing customer-facing teams.
  • 1+ years of hands-on experience with customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation.
• Skills & Approach:
  • 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.
• Technical Familiarity:
  • Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce).
• Other:
  • Willingness and ability to travel within the U.S. and Canada as needed.