Digital Customer Success Programs Manager at AuditBoard

| Greater LA Area
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Digital Customer Success Programs Manager

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

As a Digital Customer Success Program Manager, you will build and deploy digital programs for existing accounts to ensure they are successful with and delighted by our solution. You will help ensure adoption, expand usage, and drive education, to make happy, successful customers, all at scale with digital programs to manage a dynamic and growing customer base. You’ll use data to identify expansion opportunities, poor usage patterns, NPS and CSAT feedback and proactively connect with customers via 1:many programs--all to increase the value our solution delivers to their organization.


Are you good at wearing all the hats? Good! This role lets you interact with all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Renewals, Implementations, Marketing, and Support. You will have the opportunity to use, showcase, and grow your digital program skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success Managers.


Responsibilities

  • Design and deliver a high-value scaled CSM strategy leveraging 1:many digital programs to drive customer adoption, growth, and retention, leveraging data and analytics
  • Identify trends for common customer challenges and actively suggest ways to address them
  • Find new opportunities to implement programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
  • Identify the risk of churn and poor adoption by monitoring customer usage data and health indicators and take action to reduce risk
  • Actively monitor and measure your impact towards growing customer health, product adoption, and revenue
  • Strong understanding of the AuditBoard module implementation process, common challenges, and successful strategies.
  • Collaborate with Sales, Product, Marketing, and other departments at AuditBoard.
  • Communicate the digital 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. 

Qualifications

  • Experience developing, executing and managing integrated customer campaigns and programs
  • Proactive problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
  • Ability to work independently and proactively with minimal direction
  • Strong analytical, planning, and organizational skills with an ability to manage competing demands
  • Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands
  • Strong interpersonal skills to work with cross-functional teams
  • Experience in the B2B SaaS industry preferred
  • Experience in audit (internal or external), risk management, compliance, or management consulting preferred
  • Experience with Salesforce, Totango, and marketing automation (ex: Marketo, Eloqua) preferred
  • Bachelor’s degree

 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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