Job Overview
Location
USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • As a Scale Customer Success Manager at AuditBoard, you will be at the forefront of managing a substantial portfolio of SaaS customers, employing sophisticated digital engagement, automation, and data-driven strategies to ensure their success and maximize their value from our leading platform. This role is pivotal in delivering exceptional value at scale, focusing on driving product adoption, securing customer retention, and proactively uncovering expansion opportunities, all while optimizing efficiency and elevating the customer experience. You will act as a crucial bridge, collaborating closely with Customer Marketing, Product, and Operations teams to support thousands of users through well-defined lifecycle programs and efficient tech-touch engagement models.
- • In this Account Management capacity, you will expertly manage a high-volume portfolio by strategically leveraging one-to-many communication tactics and robust CRM/CS tools. This involves segmenting accounts effectively and tailoring engagement strategies based on specific customer lifecycle stages and their unique product usage patterns. Your goal is to ensure every customer, regardless of scale, feels supported and is maximizing their investment.
- • A core responsibility will be Renewals and Retention. You will proactively monitor churn risk by analyzing behavioral signals and health scores. This insight will enable you to deploy automated renewal readiness campaigns and implement coordinated escalation workflows in close partnership with the Sales and Renewals teams, safeguarding our customer base.
- • You will also be instrumental in driving Upsell & Expansion opportunities. By identifying usage-based expansion potential and generating Marketing Qualified Leads (MQLs), you will collaborate with Digital and Sales teams to transition qualified leads through precisely targeted in-app messaging, email campaigns, and nurture programs, fostering growth within existing accounts.
- • Customer Support Escalation will be another key area. You will guide customers towards effective self-service resources or live event options. When automation falls short, you will triage critical issues, ensuring timely resolution and surfacing common themes to Product and Content teams to drive improvements in digital assets and support documentation.
- • Driving Product Adoption at scale is paramount. This involves launching automated onboarding journeys, diligently monitoring usage metrics for accounts that may be underutilizing the platform, and deploying targeted in-app guides, educational videos, and informative webinars to ensure customers are leveraging the full power of AuditBoard.
- • Relationship Management will be cultivated through digital-first approaches. You will foster engagement within our customer community, disseminate valuable information through newsletters, and organize impactful events. Crucially, you will collect and act upon customer sentiment and Voice of Customer (VoC) data gathered via surveys and webinars, ensuring customer feedback directly influences our strategies.
- • You will contribute significantly to Process and Operational Improvement. By collaborating with CS Operations, you will help optimize systems, refine playbooks, and enhance reporting mechanisms. Your insights will be vital in identifying opportunities to improve lifecycle automation, segmentation logic, and customer journey mapping, making our scaled CS efforts more effective.
- • Internal Collaboration is key to success. You will partner with Product, Marketing, and CS Operations teams to ensure alignment in campaign messaging, share critical customer insights that can influence the product roadmap, and refine the triggers for our automated playbooks, creating a cohesive customer experience.
- • Finally, Metrics and Reporting will be a continuous focus. You will maintain accurate and up-to-date data within Gainsight and CRM platforms to meticulously track scaled CS Key Performance Indicators (KPIs), such as campaign engagement and adoption scores. These insights will be used to iterate and enhance customer programs in conjunction with the Digital CS team, ensuring data-driven decision-making and continuous improvement in our scaled customer success initiatives.
🎯 Requirements
- • Minimum of 3 years of experience in Customer Success or Account Management within a B2B SaaS environment, with a proven track record of managing high-volume portfolios or digital-touch customer segments.
- • Demonstrated experience in a customer-facing role with a strong emphasis on identifying systemic trends across a broad customer base to drive programmatic outcomes.
- • Exceptional writing and presentation skills, with a proven ability to excel in "one-to-many" engagement strategies, including hosting webinars, crafting compelling email campaigns, and influencing stakeholders through digital channels.
- • Ability to distill complex product value into clear, high-level digital narratives that resonate with C-level executives and drive program strategy and value at scale.
- • Self-motivated and proactive, possessing a "process-first" mentality and the capability to manage ambiguity by building repeatable workflows rather than relying on one-off solutions.
- • Familiarity with customer success platforms such as Gainsight, Salesforce, or similar tools (a plus).
- • Hands-on experience with AuditBoard or similar GRC platforms, including data load processes and advanced configurations (preferred).
🏖️ Benefits
- • Opportunity to launch and grow your career at one of North America's fastest-growing SaaS companies.
- • Live Your Best Life (LYBL) program: $200 monthly stipend for personal enrichment activities.
- • Comprehensive employee health coverage across all locations.
- • 401K with company match (US) or pension with match (UK).
- • Competitive base compensation, bonus program, and equity options.
- • Flexible vacation policy for exempt employees in the US and Canada, or 25 days for UK employees.
- • Paid time off for your birthday and for volunteering activities.
- • Access to Employee Resource Groups (ERGs) for community and support.
- • Opportunities for engaging team and company-wide get-togethers and events.
Skills & Technologies
Remote
About AuditBoard, Inc.
AuditBoard Inc. provides cloud-based risk management and compliance software for internal audit, SOX compliance, enterprise risk management, IT security, and ESG programs. The platform unifies control testing, issue tracking, policy management, and reporting in one workspace used by Fortune 500 companies and global accounting firms to automate workflows, evidence collection, and real-time dashboards, replacing spreadsheets and legacy GRC tools.
