Manager, Enterprise Customer Success

As a Manager, Enterprise Customer Success at AuditBoard, you will be responsible for both leading a team of Customer Success Managers (CSMs) and directly interacting with key enterprise accounts. This dual role involves mentoring your team, setting clear performance goals, and collaborating with various departments to optimize the customer journey. You'll also act as the primary point of contact for enterprise customers, ensuring their needs are met while identifying opportunities for growth and advocacy.

AuditBoard is looking for candidates with at least 3 years of experience in Customer Success or Account Management, particularly in a B2B SaaS or enterprise context. Proven track record in a customer-facing role is essential, along with strong communication and relationship-building skills. A familiarity with AuditBoard modules and experience with customer success tools like Gainsight or Salesforce would be a significant plus.

At AuditBoard, the Manager, Enterprise Customer Success can expect a clear path to career advancement as the company continues to grow. This position not only provides leadership opportunities but also allows you to shape the future of customer success strategies, giving you the chance to take on increasing responsibilities and influence within the organization.

AuditBoard boasts a supportive, innovative team environment where ideas are encouraged and valued. As the Manager, Enterprise Customer Success, you will collaborate with cross-functional teams like Sales, Marketing, and Product to enhance the customer journey, ensuring that customer feedback directly influences the company’s strategies, thus fostering collaboration and synergy across departments.

As a Manager, Enterprise Customer Success at AuditBoard, you will enjoy competitive compensation, comprehensive health coverage, a 401K match (for US employees), and flexible vacation policies. Additionally, opportunities for personal development, including a monthly stipend for life-enhancing activities, and team-building get-togethers add to a fulfilling work experience.

In defining success for my team, I focus on setting measurable goals tied to customer satisfaction and retention. Regularly reviewing performance metrics helps in identifying areas of improvement, and implementing feedback loops is crucial in fostering development, ultimately leading to positive customer outcomes.

One notable instance was when I led a transformation in how we engaged enterprise customers. I analyzed early warning signals indicating customer disengagement and introduced a proactive outreach program. This strategy led to a measurable increase in customer satisfaction and retention rates.

My approach involves staying calm under pressure and addressing the issue quickly and transparently. I communicate directly with the customer to grasp the situation, then coordinate with relevant teams to implement a resolution, keeping the customer informed throughout the process.

Building strong relationships with enterprise clients relies on trust and consistent communication. I prioritize regular check-ins, offer personalized support, and actively solicit feedback to ensure they feel valued and heard. This establishes a solid foundation for collaboration and mutual success.

Data plays a critical role in my strategy as it provides insights into customer behavior and highlights trends. I use analytics to inform decisions about customer engagement strategies and to tailor our approach for each client, improving their experience and driving successful outcomes.

Collaboration is key to optimizing the customer journey. I regularly organize cross-departmental meetings to share customer insights and align on strategies. Synthesizing input from various teams, such as Sales and Product, ensures we provide a seamless experience for our customers.

My mentoring strategy involves regular one-on-one sessions to provide personalized guidance and support, focusing on individual strengths and areas for growth. I also encourage peer-to-peer learning and implement coaching programs to help the team acquire new skills and thrive.

I identify opportunities for customer advocacy by developing relationships with key stakeholders and regularly seeking their feedback. Understanding their success stories and pain points allows me to showcase their experiences through case studies or testimonials, effectively turning satisfied customers into advocates.

My motivation stems from seeing customers succeed and knowing my efforts contribute to their business goals. The satisfaction that comes from mentoring my team and delivering tangible results for our clients consistently motivates me to excel in this role.

Successful remote management involves setting clear expectations, utilizing collaboration tools to maintain open lines of communication, and regularly scheduling virtual check-ins. Additionally, fostering a culture of accountability and providing ample opportunities for team bonding are integral to enhancing team performance in a remote environment.