Manager, Customer Success

Sensiba LLP is a purpose-driven organization committed to making a meaningful impact for clients, people, and communities. The Manager, Customer Success leads the global Customer Success function, ensuring clients experience a seamless audit process while developing team capabilities and optimizing processes for scalability.

Responsibilities:

• Lead, coach, and develop a global team of Customer Success Managers (CSMs) across regions, ensuring consistency in client experience, quality, and process adherence
• Set clear goals, KPIs, and development plans for team members, aligned with global Customer Success and Audit objectives
• Foster a culture of ownership, collaboration, and continuous learning by encouraging autonomy while providing strong support and guidance
• Lead recruitment, onboarding, and training of new CSMs to ensure team scalability and depth of expertise
• Oversee the client experience across the full audit lifecycle starting from kickoff to readiness, through delivery, closeout, and renewal
• Act as an escalation and advisory point for complex client engagements and strategic accounts, maintaining visibility across regional portfolios
• Partner closely with Audit Delivery leadership to streamline collaboration, ensuring alignment on handovers, scope, client communication, and shared accountability for client satisfaction
• Drive consistency in client communication cadence, audit readiness expectations, and framework education (SOC 2, ISO 27001, HIPAA, GDPR)
• Continue to lead select high-impact kickoff calls or renewals for strategic or complex clients to stay grounded in real-world client needs
• Lead the end-to-end design, implementation, and continuous improvement of Customer Success processes and frameworks by ensuring global consistency, scalability, and operational excellence across onboarding, readiness, and renewal
• Own the optimization and automation of core workflows within HubSpot and Salesforce, driving data accuracy, visibility, and efficiency across the client lifecycle
• Partner cross-functionally with Operations, Audit Delivery, and Sales to standardize processes, clarify ownership, and strengthen collaboration throughout the audit journey
• Maintain strategic governance overall Customer Success system configurations, integrations, and reporting infrastructure by ensuring alignment with global Customer Success and Audit objectives
• Use data and automation strategically to identify inefficiencies, enhance client transparency, and deliver measurable improvements in team performance and client outcomes
• Develop and maintain global playbooks, knowledge bases, and metrics frameworks that underpin a unified approach to client experience, retention, and readiness performance
• Own team-wide retention and renewal targets, ensuring renewal readiness and timing across all active engagements
• Collaborate with Sales to drive expansion opportunities — identifying new frameworks, geographies, or service tiers for existing clients
• Analyze renewal and expansion revenue data trends to identify risk or opportunity segments and implement proactive strategies
• Develop commercial insights and recommendations to support global growth initiatives
• Serve as the key liaison between Customer Success, Audit Delivery, Operations, and Commercial teams to drive alignment across client lifecycle stages
• Represent the Customer Success function in global leadership discussions, ensuring the client voice and operational realities inform strategic decisions
• Partner with platform partners (Drata, Vanta, etc.) to maintain strong alignment and stay ahead of feature updates impacting client audit journey
• Influence and contribute to broader firmwide initiatives that enhance client experience, quality of service, and operational excellence

Requirements:

• Bachelor's degree or equivalent experience
• Proven experience leading a Customer Success, Client Partnership, or Client Services function, ideally within audit, compliance, professional services, or SaaS-based GRC environments
• Strong working knowledge of audit and compliance frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, and related standards
• Hands-on experience with GRC platforms such as Drata, Vanta, or similar tools, and a deep understanding of the end-to-end audit lifecycle
• Demonstrated success managing and developing high-performing Customer Success teams, including setting KPIs, coaching for performance, and scaling processes across regions
• Strategic, systems-oriented mindset with the ability to design, implement, and optimize scalable Customer Success processes while remaining hands-on with key clients and initiatives
• Strong operational and analytical skills, with experience leveraging CRM systems (Salesforce, HubSpot) and data to drive visibility, efficiency, and performance improvements
• Exceptional communication and stakeholder management skills, with the ability to influence and collaborate effectively across Audit Delivery, Operations, Sales, and executive leadership
• Proven ability to balance client advocacy with commercial outcomes, driving retention, renewals, and expansion in partnership with Sales
• Comfortable operating in a fast-paced, global environment, managing complexity, ambiguity, and change while maintaining a high standard of client experience