Director of Commercial Customer Success, AuditBoard
$160-240k
Offers bonus
Governance, risk, and compliance software
Be an early applicant
Governance, risk, and compliance software
501-1000 employees
Be an early applicant
$160-240k
Offers bonus
501-1000 employees
Company mission
To transform the way enterprises manage their audit, risk, and compliance programs.
Role
Who you are
- Strategic planning and execution in a customer-facing function
- Strong operational rigor with ability to design scalable programs
- Data-driven decision making with proficiency in analytics tools (Gainsight, Salesforce, etc.)
- Excellent leadership, coaching, and team development skills
- Customer-centric mindset with strong communication and relationship management abilities
- Ability to influence cross-functionally and work effectively in a matrixed environment
- Business acumen to balance customer value and company growth priorities.10+ years in Customer Success, Account Management, or related field, with at least 5 years in leadership roles
- Proven experience managing commercial or mid-market customer segments at scale
- Track record of building digital/scale CS programs and driving operational efficiencies
- Experience leading distributed or global teams
- Familiarity with partner-led success motions a plus
- Audit, Risk and Compliance experience a plus
- SaaS or technology industry experience strongly preferred
What the job involves
- The Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers
- This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention
- The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale
- Define and execute the customer success strategy for commercial and scale segments
- Build and lead a high-performing team across named CSMs, pooled, and partner-led models
- Partner with senior leadership to align on customer growth, retention, and expansion goals
- Design scalable engagement models (partnering with digital experience team, pooled CSM coverage, webinars, communities)
- Ensure onboarding, adoption, and value realization across diverse customer portfolios
- Establish frameworks for proactive risk management and churn reduction
- Drive process standardization and automation to improve efficiency and consistency
- Leverage data, telemetry, and health scoring to prioritize customer engagement
- Develop and monitor KPIs across retention, product adoption, and customer satisfaction
- Partner with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes
- Establish partner enablement and handoff processes for partner-led delivery
- Provide customer insights to influence product roadmap and commercial strategy
- Scale digital touch programs, including success content, campaigns, and communities
- Pilot new approaches for automation, AI-driven engagement, and customer education
- Continuously evolve the scale CS playbook for global consistency and regional fit
Our take
AuditBoard 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 haven't kept up to date with the latest reporting requirements.
The result was an end-to-end platform for managing risk, which helps enterprises to streamline internal audit, SOX compliance, controls management, risk management, and security compliance. The top-rated cloud-based platform 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 includes almost half of the Fortune 500 companies. It continues to experience rapid customer growth, with revenues in excess of $100 million with 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-Chair of the Board & 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-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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