Customer Success Manager at AuditBoard

| Greater LA Area
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Who We Are

AuditBoard is a high-growth SaaS company in the financial technology space that is transforming the way organizations manage critical risk, audit and compliance initiatives. We believe in empowering enterprises to manage and control risk so that their businesses are able to thrive.

Designed by former chief audit executives, our enterprise cloud platform is purpose-built to automate and streamline activities in ways that align with how our thousands of users think and act daily. Clients range from pre-IPO organizations to Fortune 500 companies, including leading organizations such as WeWork, Activision Publishing, Lions Gate Entertainment Corp., TripAdvisor, Arthur J. Gallagher & Co. and Cox Communications, among many others.

Who We Are Looking For

The Customer Success (CS) team's prime focus is to ensure the adoption of our products and services.  The CS team achieves adoption through continuing education and communication with our customers.  As the bridge between our customers and our products, the CS Manager (CSM) is pivotal in soliciting feedback from our customers to further enhance our solutions and to ensure the ongoing growth of our business revenue goals. 

As part of the CSM’s duties, the CSM must supervise ongoing activities and projects between our client and other AuditBoard teams.  The CSM performs in a project management capacity to ensure the efficient and effective delivery of quality service to our customers.  The CSM is expected to work directly with our clients in order to manage the personal relationships, monitor the client’s usage of our software, and to strategically align AuditBoard’s solutions with the needs of the client.  

The CSM will have full accountability in managing a segment of accounts in order to further the adoption of our solutions.  The CSM must also identify poor usage patterns in order to proactively address the risk of user dissatisfaction, poor adoption, and churn.  The CSM will monitor their segment of clients through NPS and CSAT engagements, ongoing client outreach activities, and attending regular touchpoints with AB Product and Engineering, Sales, and Support teams. 

Responsibilities

  • Build and nurture client relationships by focusing on the customer’s desired outcomes.  Be able to interview clients and draw out the client’s desired outcomes and expected value from the AuditBoard software. 
  • Identify the risk of churn and poor adoption by monitoring customer usage data and health indicators.  The CSM must be proficient with tools and reporting applications used to aggregate and report on the client’s usage behavior.  Additionally, a successful CSM will be able to analyze the client's health metrics in order to effectively prioritize clients with the highest risk of dissatisfaction. 
  • Strong understanding of the AuditBoard module implementation process, common challenges, and successful strategies.  Manage members from different AuditBoard teams (i.e. Support, Onboarding, Prod, etc.) to maximize the client’s ability to use the AB Software.   The CSM must initiate corrective actions with high-urgency, appropriate visibility, and develop strategic recommendations to help customers be more successful.  Note: A CSM must be mindful of AuditBoard’s commitment to our client’s privacy and security of data. 
  • Evangelize the AuditBoard brand by leading user groups and regional training events.  The CSM is expected to comfortably interact with clients in both live interactions and in digital form, fostering stronger relationships with the client base. 
  • Identify expansion opportunities for the Sales team to up-sell existing accounts.  When appropriate, recommend additional AuditBoard modules and services needed to drive success. 
  • Collaborate with Account Executives, Sales team members, Product and Engineering teams, and other departments at AuditBoard.  Communicate the customer success program and periodic updates to ensure teams are aligned with the organization’s objectives and strategy. 
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.  Prepare and facilitate business review meetings, training, webinars, demos, and other strategic and supportive interaction. 
  • Empathy for our client’s needs.  A strong desire to solve problems. 
  • Effective at leading client meetings, providing project details while driving action-oriented meetings. 
  • Ability to quickly grasp and explain project challenges to a variety of stakeholders, each with different objectives and expected outcomes.
  • Passion for working in the tech space.  Drive a culture of continuous improvement while fostering an innovative work environment.
  • Experience in handling difficult and/or escalated client personalities and behaviors. Comfortable managing difficult client interactions, both live and in digital form.  Must remain calm, empathetic, and solution-oriented. 
  • Ability to perform a strategic discovery with customers, to uncover their business objectives, articulate the ROI around achieving those objectives.  Be able to document client discussions and interviews into actionable plans. 
  • Understanding of the SaaS industry and common business challenges facing this sector.  Must have a strong desire to learn about this industry and develop strategies to continually innovate and drive the CS function within AuditBoard. 
  • Travel Requirements - 10% - 25%

Qualifications

  • Bachelor’s Degree in Business Administration, Economics, Accounting, Math, Computer Science, or equivalent experience
  • 1+ years of experience with the AuditBoard modules, data load process, and advanced configurations
  • 7 - 10 years of experience in audit (internal or external), risk management, compliance, or management consulting
  • Strong analytical, organizational, and communications skills (both oral and written)
  • Ability to work independently and proactively with minimal direction
  • Strong interpersonal skills to work with cross-functional teams
  • Able to travel within U.S. and Canada
  • Experience with Salesforce CRM, Lucidchart, PowerBI and/or other data visualization tools - preferred

Why You’ll Love Life at AuditBoard

  • You’ll be launching a career at a well-funded, hyper-growth SaaS tech company
  • Stock options
  • Medical, dental, and vision coverage for full-time employees
  • 3 weeks of Paid Time Off and 10 holidays per year
  • 401k to save for your future
  • Fun company and team outings - Work Hard Play Hard!

This job can be fully remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • KubernetesFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AmplitudeAnalytics
    • ChameleonAnalytics
    • Segment.ioAnalytics
    • MetabaseAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • PrincipleDesign
    • LucidchartDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • OutreachCRM
    • Google AnalyticsLead Gen
    • Google AdsLead Gen
    • Bing AdsLead Gen
    • ZoomInfoLead Gen
    • DiscoverOrgLead Gen

Location

El Segundo and Cerritos offices to attract talent from both LA and Orange County. Offering flexibility and decrease frustrating commutes.

An Insider's view of AuditBoard

What are some social events your company does?

AuditBoard has a culture committee that holds regular social events. Outdoor activities, charities, and happy hour are regularly planned. But also -- the Product team collaborates separately with Engineering, Design and QA to hold team events that are offsite and hilariously fun. Some examples are a trip to the mountains, escape rooms, and Knotts.

Mitch

Director of Product Management

What projects are you most excited about?

The two upcoming projects I'm most excited about are our Slack integration and the development of a public 3rd party developer API. With the release of both of these new initiatives, we'll be giving auditors and developers more powerful ways to interact with our platform.

Josh

Software Engineer

What makes someone successful on your team?

To be successful as a designer at AuditBoard, you need to be eager to learn and collaborate. Since our products focus on an industry that lacks great design, we love designers who can solve complex problems within a given system and be an advocate for the users.

Mac

Sr. Visual Designer

What unique initiatives do you have that encourage innovation?

We focus on the following to drive innovation:
- Engage and empower the entire team
- Hire for and build our culture around mentorship and letting the best ideas rise
- Intense focus on the customer and discovering/solving their problems

Hayes

Senior VP of Engineering

How do your team's ideas influence the company's direction?

As part of the Implementation Team, we hear directly from our customers what their needs are, what's working well and what could be improved. We understand their requirements and take that back to Engineering and/or Product to see what the best solution is. Customer feedback definitely plays a role in how we prioritize new releases and features.

Leann

Manager of Implementation

What are AuditBoard Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee, Women at AuditBoard and Allies
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
When we are back in the office, we provide free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Ping Pong. All-day, every day.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Fitness Subsidies
Free gym membership
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
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