Customer Success Manager

Role Overview

• Manage a high volume of customers using one-to-many communication strategies
• Segment accounts and tailor engagement based on lifecycle stage and product usage
• Maintain visibility into portfolio health via CRM/CS tools
• Monitor churn risk through behavioral signals and health scores
• Deploy automated renewal readiness campaigns and escalation workflows
• Coordinate with Sales/Renewals on scaled renewal plays and messaging
• Identify product-qualified leads (PQLs) and usage-based expansion opportunities
• Trigger in-app messages, emails, or nurture campaigns to promote expansion
• Collaborate with Sales to transition qualified opportunities
• Guide customers to the right support resources (self-serve or live)
• Triage and route issues when automation fails, escalating critical items as needed
• Surface common support themes to improve FAQs and content
• Build and launch onboarding journeys and adoption campaigns at scale
• Monitor usage metrics and proactively engage underutilizing accounts
• Leverage in-app guides, videos, and webinars to drive feature adoption
• Cultivate digital relationships through community engagement, newsletters, and events
• Respond to customer inquiries and feedback via email, surveys, or webinars
• Collect and act on sentiment and Voice of Customer (VoC) data
• Identify ways to improve lifecycle automation, segmentation logic, and engagement flows
• Work with CS Ops to optimize systems, playbooks, and reporting
• Contribute to process documentation and customer journey mapping
• Partner with Product and Marketing to align campaigns and messaging
• Share customer insights to influence roadmap and content priorities
• Collaborate with CS Ops on playbook triggers and system improvements
• Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts
• Maintain accurate data in CRM and CS platforms (e.g., Gainsight)
• Use insights to iterate on customer programs and journeys with CX team

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related field, successfully managing complex customer relationships in a B2B SaaS environment.
• 1+ years of hands-on experience with AuditBoard/Optro modules, data load processes, and advanced configurations
• Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms
• Proven experience in audit (internal or external), risk management, compliance, or management consulting, with an emphasis on solving enterprise-level challenges and driving customer outcomes
• Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.
• Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively.

Benefits

• Launch a career at one of the fastest-growing SaaS companies in North America!
• Live your best life (LYBL)! $200/mo for anything that enhances your life
• Comprehensive employee health coverage (all locations)
• 401K with match (US) or pension with match (UK)
• Competitive compensation & bonus program
• Flexible Vacation (US exempt & CA) or 25 days (UK)
• Time off for your birthday & volunteering
• Employee resource groups
• Opportunities for team and company-wide get-togethers!