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
Build and launch onboarding journeys and adoption campaigns at scale
Monitor usage metrics and proactively engage underutilizing accounts
Cultivate digital relationships through community engagement, newsletters, and events
Use insights to iterate on customer programs and journeys with CX team

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.

Customer Success Manager – Scale

Key skills