Leader, Customer Success Managers

Job Description

Who We Are:

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 delight 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 auditing, risk, and compliance platform by our customers. This is how we have become one of the 100 fastest-growing tech companies in North America for the second year in a row as ranked by Deloitte!  

AuditBoard transforms how audit, risk, and compliance professionals manage today’s dynamic risk landscape with a modern, connected platform that engages the front lines, surfaces the risks that matter, and drives better strategic decision-making. More than 25% of the Fortune 500 leverage our award-winning technology to move their businesses forward with greater clarity and agility, and AuditBoard is top-rated in GRC and audit management software on G2.

Our customer base is rapidly growing and we are excited to grow the CSM team with your addition! As a Manager, we’re looking for a customer-centric, strategic, and experienced leader to manage a segment of the CSM team. Your leadership will have a direct impact on driving customer growth, developing the team, and delivering company goals. This position reports to our Director of Customer Success.

Why This Role is Exciting:

As a Leader of Customer Success, you’ll be managing a team of Customer Success Managers who partner with AuditBoard customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

  • Hire, coach, and develop the best CSM team in the industry. Your team’s success is your top priority.
  • Lead a team of 5 - 8 CSM’s in delivering an exceptional customer experience.
  • Own your team’s metrics and drive the plan to exceed them, specifically growth, utilization, risk, and business reviews.
  • Partner with other CS leaders to build and refine processes, systems, and resources to make the teams, and our customers, successful.
  • Design and implement process improvements, customer journey playbooks, and programs to build an efficient and scalable operation.
  • Work closely with internal teams (Training, Support, Sales, Product, Onboarding, etc.) to align priorities, collaboration on customer needs and opportunities, and deliver increasing value over time.

Attributes for a Successful Candidate: 

  • 7 - 10 years of experience in audit (internal or external), risk management, compliance, or management consulting
  • 1+ years of experience with the AuditBoard modules, data load process, and advanced configurations
  • Passionate about developing people and coaching your team to meet their full potential
  • Demonstrated ability leading a customer-facing team - helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers
  • Experience owning and managing quarterly team metrics
  • Track record of aligning with customer leadership, driving value conversations, and strategic alignment with VP and C-suite stakeholders
  • High business acumen and understanding of the inner workings of revenue teams
  • High energy leader with excellent cross-functional collaboration skills to drive customer projects and processes with internal teams
  • Track record of operating in a high paced, growth environment
  • Passion for working in the tech space.  Drive a culture of continuous improvement while fostering an innovative work environment.
  • Able to travel within U.S. and Canada

Perks:

  • You’ll be launching a career at one of the fastest-growing SaaS companies in North America!
  • Unlimited PTO
  • Hybrid/Remote work environment
  • Lunch and snacks when you are in the office
  • LYBL! Live your best life! $200 a month to spend on anything that enhances your life.  
  • Celebrate your birthday with the day off
  • Charitable giving - get paid to volunteer for a day
  • All the traditional goodies….health, dental, vision, and holidays
  • Stock options
  • Bonus program
  • 401k to save for your future
  • Fun company and team outings