Senior Manager, Customer Success (Scale) - Poland

📋 Description

• • AuditBoard is a rapidly expanding leader in the audit, risk, ESG, and InfoSec platform market, boasting over $300M in ARR and serving more than 50% of the Fortune 500. Our award-winning technology empowers businesses with enhanced clarity and agility, earning us top ratings on G2.com and Gartner Peer Insights. We foster a culture of innovation, collaboration, and mutual support, driving us to be one of North America's fastest-growing tech companies for six consecutive years.
• • This pivotal role of Senior Manager, Customer Success (Scale) is designed for a people-first, execution-oriented leader to spearhead our Poland-based Scale CSM team. You will be instrumental in co-owning the global execution of our Scale customer motion, working in close partnership with our US-based Scale team. Your leadership will guide a high-performing team of Customer Success Managers (CSMs) in Poland who support a global customer base.
• • This position is ideal for a leader who thrives on people management, possesses exceptional operational discipline, and has a proven ability to scale complex processes for a global audience. You will be the primary leadership presence for AuditBoard in our Poland hub, ensuring the success and growth of our Scale customer segment.
• • **People Management:**
• • **Team Leadership:** Provide direct management, coaching, and leadership to a team of CSMs based in Poland. You will be the key point of contact and leadership for our operations in this region.
• • **Hiring & Onboarding:** Spearhead the recruitment process for new CSMs, ensuring a robust onboarding program that equips them with essential GRC domain knowledge, a deep understanding of product use cases, and the specific operational skills required for the "Scale" motion.
• • **Performance Coaching:** Conduct regular one-on-one meetings, actively shadow customer calls, and deliver constructive, actionable feedback to empower your team to consistently achieve their retention and expansion targets.
• • **Culture Carrier:** Cultivate and maintain a high-energy, collaborative, and inclusive team environment within the Poland office, ensuring alignment with AuditBoard's overarching global values and mission.
• • **Program Execution:**
• • **Execute Global Plays:** Ensure the effective deployment of digital-led strategies and playbooks across the entire Scale customer base, translating global initiatives into local success.
• • **Localization & Optimization:** Identify and integrate global and regional nuances, such as GDPR requirements, international audit standards, or specific local workflows, to adapt global programs and ensure they resonate effectively with our diverse Scale customer base.
• • **Operational Excellence:** Diligently monitor team dashboards and key performance indicators to proactively identify "at-risk" customers through tech-touch triggers, ensuring timely and effective interventions by your team.
• • **Feedback Loop:** Act as the crucial "voice of the Scale customer" within AuditBoard. Collaborate closely with the Scale/Digital and Product teams to channel customer insights and feedback, driving continuous improvement in the global digital customer journey.
• • **Business Outcomes:** Take ownership of critical business metrics, including Gross Retention Rate (GRR) and lead generation targets specifically for the Scale customer segment, directly impacting the company's growth and stability.
• • This role offers a unique opportunity to shape the future of customer success for our Scale segment on a global scale, leveraging your leadership acumen and operational expertise to drive significant business impact within a fast-paced, high-growth environment. You will be at the forefront of ensuring our customers maximize the value of the AuditBoard platform, contributing directly to their success and our company's continued expansion.