Why This Role is Exciting: 

• Build and nurture client relationships by focusing on the customer’s desired outcomes. 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 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, and 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 our processes’ quality, effectiveness, and efficiency. Prepare and facilitate business review meetings, training, webinars, demos, and other strategic and supportive interactions.
• Although this role is Remote, it will be supporting all West Coast customers, and the direct reports are based on the West Coast so we prefer candidates to be in the Pacific Time or Mountain Standard Time Zones and able to work Pacific Time hours. 

Key Responsibilities:

• Empathy for our client’s needs. A strong desire to solve problems.
• Effective at leading client meetings, and providing project details while driving action-oriented meetings.
• Ability to quickly grasp and explain project challenges to various 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, uncover their business objectives, and 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 Customer Success function within AuditBoard.

Attributes for a Successful Candidate

• 3+ years of experience in audit (internal or external), risk management, compliance, or management consulting
• 1+ years of experience in professional services, customer success, or customer support roles - preferably in a SaaS environment 
• 1+ years of experience with the AuditBoard modules, data load process, and advanced configurations is preferred 
• Experience managing teams of 2-5 staff 
  • Experience supervising employees in a virtual environment
• Bachelor’s Degree in Business Administration, Economics, Accounting, Math, Computer Science, or equivalent experience
• Strong experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools
• Strong analytical, organizational, and communication 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 the U.S. and Canada
• Ability to work Pacific Time Zone hours (PST)