Customer Success Manager (ITRC)
Who We Are Having surpassed $300M ARR and continuing to grow, AuditBoard is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights. At AuditBoard, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the sixth year in a row, as ranked by Deloitte! Why This Role is Exciting As a Customer Success Manager (IT, Risk Management, Compliance) at AuditBoard, you will play a pivotal role in ensuring our client’s success and satisfaction. You will be the primary point of contact for our customers, working closely with them to understand their needs, maximize the value they receive from our products/services, and drive long-term relationships. This is a fantastic opportunity to contribute to the growth of a thriving company and make a real impact in the lives of our clients. Key Responsibilities Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth. Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs. Issue Resolution : Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution. Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements. Training and Education: Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…) Retention & Expansion: Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with our clients. Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs. Attributes for a Successful Candidate Professional Experience : 2+ years experience in IT, Risk, and Compliance , or IT – GRC Experience performing or supporting control testing, audit walkthroughs, ITGC reviews, SOC readiness, SOX testing, or similar governance activities is strongly preferred. Experience supporting or implementing GRC platforms or enterprise control environments is preferred. Experience with the AB modules, data load process, and advanced configurations is preferred Technical Proficiency: Familiarity with Salesforce, Gainsight, Lucidchart, PowerBI, and/or other data visualization tools is preferred Analytical Skills: Strong analytical, organizational, and communication skills, both oral and written Customer-Centric: A passion for working daily with AB customers, ensuring they maximize their investment. Enjoy solving technical challenges and answering first-level technical questions Tech Enthusiast : A genuine passion for working in the tech space, driving a culture of continuous improvement while fostering an innovative work environment Autonomous Worker: Ability to work independently and proactively with minimal direction Executive Interface: Possess the ability to interface with C-level executives to drive program strategy and ROI Our Company Values Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do Win, together: Drive to be the best while supporting each other’s success Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals Personal improvement: Stay eager to share insights, seek feedback, and continuously learn Constant innovation: Challenge the status quo and drive improvements Perks* Launch a career at one of the fastest-growing SaaS companies in North America! Live your best life (LYBL)! $200/mo for anything that enhances your life Remote and hybrid work options, plus lunch in the Cerritos office Comprehensive employee health coverage (all locations) 401K with match (US) or pension with match (UK) Competitive compensation & bonus program Flexible Vacation (US exempt & CA) or 25 days (UK) Time off for your birthday & volunteering Employee resource groups Opportunities for team and company-wide get-togethers! *perks may vary based on eligibility/location Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information. We love building strong partnerships, but please note that AuditBoard cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation. #LI-Remote