Senior Customer Success Manager, Optro

• 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

Desirable

• We’re seeking a data-driven and visionary Senior Manager, Customer Success (Scale) to lead the evolution of our scale customer segment
• This is a "Player-Coach" role, but the "Player" side isn't about managing a book of business—it’s about architecting the digital-led journey for our customers
• You will lead a team of Scale CSMs (US & Poland) while personally designing the programs, playbooks, and one-to-many strategies that ensure every AuditBoard customer, regardless of size, achieves measurable outcomes
• This role is perfect for a leader who loves efficiency, automation, and behavioral data
• You’ll bridge the gap between deep GRC domain expertise and scalable B2B SaaS operations, influencing how we use technology to deliver a "high-touch feel" at a massive scale
• 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