Senior Manager, Customer Success (Scale)

AuditBoard is a leading audit, risk, ESG, and InfoSec platform, known for its innovative technology that supports Fortune 500 companies. The Senior Manager, Customer Success (Scale) will lead a team of Customer Success Managers while designing programs and strategies to enhance customer experiences and outcomes.

Responsibilities:

• Lead the Scale Motion: Mentor and develop a team of CSMs focused on managing customer health through tech-touch and one-to-many engagements
• Drive Performance at Scale: Set and track KPIs focused on segment-wide retention, expansion leads, and 'Time to Value.'
• Enablement: Train your team to become experts in 'managing by exception'—using data to identify which customers need a human touch and which are thriving via digital paths
• Cross-Functional Advocacy: Partner with Product Ops and Digital CS to build a seamless in-app and email customer journey that reduces friction and drives adoption
• Architect the Digital Journey: Design and optimize the end-to-end customer lifecycle for the Scale segment, including automated post-implementation handoffs, digital success plans, and trigger-based playbooks
• Content & Community: Partner with our Product SME teams to create scalable 'Expert' content (webinars, CS insights, community forums) that solves common GRC workflow challenges for the masses
• Health Scoring & Analytics: Own the data. Use Customer Success platforms that leverage health scores and triggers to predict churn and identify expansion opportunities across thousands of accounts
• Programmatic Success: Run 'Success Campaigns' (e.g., a 'SOX Readiness' campaign) designed to drive specific product adoption behaviors across the entire segment simultaneously

Requirements:

• 5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience: Specifically within B2B SaaS, with a proven track record in Scale, Digital-Led, or Pooled CS models
• 2–4+ years of Leadership: Experience managing teams in a fast-paced environment where 'process is product.'
• GRC Domain Literacy: You don't need to be a former Auditor, but you must understand the 'Language of Audit, Risk, and Compliance' to ensure our automated playbooks and content feel authentic and valuable
• Strategic Influence & Partnership: Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels
• Data Fluency: You are obsessed with CRM and CS Platform data (Gainsight, ChurnZero, Totango, SalesForce, etc.). You can clearly define the key data requirements for a meaningful dashboard and, more importantly, translate those metrics into high-impact strategic actions
• Operational Mindset: You enjoy building systems and 'engines.' You would rather spend four hours automating a solution for 500 customers than 30 minutes solving it for just one
• Exceptional Communication: You can translate complex GRC concepts into simple, engaging digital content and 'one-to-many' presentations
• Experience with Marketing Automation / Product Adoption tools (Marketo, Pendo, or Chameleon) in a Customer Success context
• Familiarity with AI tooling, journey orchestration, and agentic models in CS
• Previous experience in a GRC-related field (Audit, SOX, IT Compliance) applied at a programmatic level