Director of Customer Success

Job description

Who We Are

AuditBoard is a high-growth SaaS company in the financial technology space that is transforming the way organizations manage critical risk, audit and compliance initiatives. We believe in empowering enterprises to manage and control risk so that their businesses are able to thrive.

Designed by former chief audit executives, our enterprise cloud platform is purpose-built to automate and streamline activities in ways that align with how our thousands of users think and act daily. Clients range from pre-IPO organizations to Fortune 5,000 companies, including leading organizations such as Lululemon Athletica, WeWork, Activision Publishing, Lions Gate Entertainment Corp., TripAdvisor, Arthur J. Gallagher & Co., Intel, and Snap, among many others.

 

Responsibilities

  • Define and optimize customer journey
    • Define the vision of an ideal customer experience
  • Standardize the template for Success Plans
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening points”, and others
  • Create standard presentation materials for lifecycle plays
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Identify opportunities for continuous improvement
  • Drive true value for customers
    • Be an expert on best practices in change management
  • Promote the Challenger approach among your team members
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success
    • Clarify ownership for each part of the journey
  • Gather feedback from other departments, including Renewals & Account Management, Sales, Service, Support, Product and others, to
    • Improve the customer experience
  • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop
  • Help foster company-wide culture of Customer Success
  • Help implement, and adopt a CS Platform
    • Promote the adoption of key processes
  • Ensure we maintain a single source of truth for customer health
  • Create dashboards to measure customer success
  • Own Key metrics for the team
    • Client Health Score(s) and Triage
  • Adoption Metrics
  • Client Engagement Metrics
  • Gross dollar renewal rate
  • Up-Sell dollars
  • Recruit, mentor, groom and inspire a world-class team
    • Build a pipeline of great candidates
  • Establish a rigorous interview process
  • Set expectations on performance and give feedback
  • Manage out underperformers
  • Set up training and mentoring to grow team
  • Create culture of massive customer delight
  • Achieve operational excellence
    • Continuously communicate metrics to team
  • Report on metrics each week

 

Required Skills

  • B.S. degree in a related field.
  • 3 years leading Customer Success team
  • Deep experience using and/or implementing a Customer Success Platform

Desired Skills

  • Experience in Internal Audit, Finance, Accounting
  • Client facing experience through Sales, Services, Success or Support