Customer Success Manager, Optro
Scale
$90.4-135.6k
Offers Bonus
Governance, risk, and compliance software
Job no longer available
Governance, risk, and compliance software
501-1000 employees
Job no longer available
$90.4-135.6k
Offers Bonus
501-1000 employees
Company mission
To transform the way enterprises manage their audit, risk, and compliance programs.
Role
Who you are
- 3+ years of experience in Customer Success or Account Management within a B2B SaaS environment, specifically demonstrating the ability to manage high-volume portfolios or digital-touch customer segments
- Proven experience in a customer-facing role with an emphasis on identifying systemic trends across a broad customer base to drive programmatic outcomes
- 1+ years of hands-on experience with AuditBoard or similar GRC platform, data load processes, and advanced configurations (preferred)
- Exceptional writing and presentation skills, with a focus on "one-to-many" engagement—such as hosting webinars, writing impactful email campaigns, and influencing stakeholders via digital channels
- Ability to distill complex product value into high-level digital narratives that resonate with C-level executives to drive program strategy and value at scale
- Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus)
- Self-motivated and proactive, with a "process-first" mentality and the ability to manage ambiguity by building repeatable workflows rather than one-off solutions
- Willingness and ability to travel within the U.S. and Canada as needed
What the job involves
- As a Scale Customer Success Manager at AuditBoard you’ll manage a large book of SaaS customers using digital engagement, automation, and data-driven strategies. This role focuses on delivering value at scale — ensuring product adoption, driving retention, and uncovering growth opportunities — while maximizing efficiency and customer experience
- You’ll partner closely with Customer Marketing, Product, and Operations to support thousands of users through lifecycle programs and tech-touch engagement
- Account Management: Manage a high-volume portfolio by leveraging one-to-many communication strategies and CRM/CS tools to segment accounts and tailor engagement based on specific lifecycle stages and product usage
- Renewals and Retention: Monitor churn risk through behavioral signals and health scores to deploy automated renewal readiness campaigns and coordinated escalation workflows in partnership with Sales and Renewals
- Upsell & Expansion: Identify usage-based expansion opportunities and MQLs, partnering with Digital and Sales teams to transition qualified leads through targeted in-app messaging, email, and nurture campaigns
- Customer Support Escalation: Guide customers toward self-service or live event resources while triaging critical issues when automation fails and surfacing common themes to improve digital assets and support content
- Product Adoption: Drive feature adoption at scale by launching automated onboarding journeys, monitoring usage metrics for underutilized accounts, and deploying in-app guides, videos, and webinars
- Relationship Management: Cultivate digital-first relationships through community engagement, newsletters, and events while collecting and acting on sentiment and VoC data gathered via surveys and webinars
- Process and Operational Improvement: Collaborate with CS Ops to optimize systems, playbooks, and reporting while identifying improvements for lifecycle automation, segmentation logic, and customer journey mapping
- Internal Collaboration: Partner with Product, Marketing, and CS Ops to align campaign messaging, share customer insights to influence the product roadmap, and refine automated playbook triggers
- Metrics and Reporting: Maintain accurate data in Gainsight and CRM platforms to track scaled CS KPIs—such as campaign engagement and adoption scores—using these insights to iterate on customer programs with the Digital CS team
Our take
Optro provides risk and compliance software for large businesses. The company's founders spent years working at the Big Four and other global enterprises, and realised that many audit activities were still taking place in Excel sheets, or using legacy software like IBM's OpenPages, which hadn't kept up to date with the latest reporting requirements.
The result was an end-to-end platform for managing risk, helping enterprises to streamline internal audit, SOX compliance, controls management, risk management, and security compliance. It's a top-rated cloud-based platform and has won numerous awards, with the company being consistently named the market leader in Audit Management.
The company's current client list of 2000+ includes Boeing, Activision, and Priceline, and nearly half of the Fortune 500. It continues to experience rapid customer growth, with revenues exceeding $100 million and a 60% annual growth rate. The company has been ranked as one of the fastest-growing tech companies in North America for the last three years in a row, and was acquired by private equity firm Hg in 2024 for a reported $3 billion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2018
$40m
SERIES B
Apr 2017
$3.6m
SERIES A
Total funding: $43.6m
Company benefits
- Vision and dental insurance
- 8-16 weeks paid parental leave
- Company equity
- Work from home opportunities
- Health insurance
Company HQ
Cerritos, CA
Leadership
Daniel Kim
(Co-Founder & Senior Advisor)Co-founded AuditBoard in 2014, and served as co-CEO until July 2020. Former Global Director of Internal Audit at Quiksilver and Executive Director, Corporate Audit and Compliance at International Rectifier.
Jay Lee
(Co-Founder, Co-Chair of the Board & Senior Advisor)Co-founded AuditBoard in 2014, and served as co-CEO until July 2020. Former VP of CounterPoint, and was SVP & CFO at Tomich Brothers Seafood.
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