Customer Success Manager

Why This Role is Exciting

As a Customer Success Manager at AuditBoard, you will play a pivotal role in ensuring our client's success and satisfaction. You will be the primary point of contact for our customers, working closely with them to understand their needs, maximize the value they receive from our products/services, and drive long-term relationships. This is a fantastic opportunity to contribute to the growth of a thriving company and make a real impact in the lives of our clients.

Key Responsibilities

• Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth.
• Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs.
• Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution.
• Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements.
• Training and Education: Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…)
• Retention & Expansion: 
• Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with our clients.
• Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs.

Note: Although this role is fully Remote, it will be virtually supporting clientele that are located in either the Pacific or Mountain Standard time zones and we prefer candidates to be in either of those time zones

Attributes for a Successful Candidate

• 2+ years of experience in audit (internal or external), risk management, compliance, management consulting, or customer success in a GRC software company
  • Ideally, your experience includes working in a fast-paced, high-growth environment, especially within Audit, Risk, or Compliance or GRC (Governance, Risk, and Compliance) sectors
    • 1+ years of experience with the AuditBoard modules, data load process, and advanced configurations are preferred
• Technical Proficiency: Experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools is highly preferred 
• Analytical Skills: Strong analytical, organizational, and communication skills, both oral and written
• Customer-Centric: A passion for working daily with AB customers, ensuring they maximize their investment. Enjoy solving technical challenges and answering first-level technical questions
• Tech Enthusiast: A genuine passion for working in the tech space, driving a culture of continuous improvement while fostering an innovative work environment
• Autonomous Worker: Ability to work independently and proactively with minimal direction
• Executive Interface: Possess the ability to interface with C-level executives to drive program strategy and ROI