Customer Success Manager (Scale)

Optro

13d•Remote

About The Position

Having surpassed $300M ARR and continuing to grow, Optro 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 Optro, 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 seventh year in a row, as ranked by Deloitte! Why This Role is Exciting: As a Scale Customer Success Manager at AuditBoard you’ll manage a large book of SaaS customers using digital engagement, automation, and data-driven strategies. This role focuses on delivering value at scale — ensuring product adoption, driving retention, and uncovering growth opportunities — while maximizing efficiency and customer experience. You’ll partner closely with Customer Marketing, Product, and Operations to support thousands of users through lifecycle programs and tech-touch engagement.

Requirements

3+ years of experience in Customer Success or Account Management within a B2B SaaS environment, specifically demonstrating the ability to manage high-volume portfolios or digital-touch customer segments.
Proven experience in a customer-facing role with an emphasis on identifying systemic trends across a broad customer base to drive programmatic outcomes.
Exceptional writing and presentation skills, with a focus on "one-to-many" engagement—such as hosting webinars, writing impactful email campaigns, and influencing stakeholders via digital channels.
Ability to distill complex product value into high-level digital narratives that resonate with C-level executives to drive program strategy and value at scale.
Self-motivated and proactive, with a "process-first" mentality and the ability to manage ambiguity by building repeatable workflows rather than one-off solutions.
Willingness and ability to travel within the U.S. and Canada as needed.

Nice To Haves

1+ years of hands-on experience with AuditBoard or similar GRC platform, data load processes, and advanced configurations (preferred).
Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus).

Responsibilities

Account Management: Manage a high-volume portfolio by leveraging one-to-many communication strategies and CRM/CS tools to segment accounts and tailor engagement based on specific lifecycle stages and product usage.
Renewals and Retention: Monitor churn risk through behavioral signals and health scores to deploy automated renewal readiness campaigns and coordinated escalation workflows in partnership with Sales and Renewals.
Upsell & Expansion: Identify usage-based expansion opportunities and MQLs, partnering with Digital and Sales teams to transition qualified leads through targeted in-app messaging, email, and nurture campaigns.
Customer Support Escalation: Guide customers toward self-service or live event resources while triaging critical issues when automation fails and surfacing common themes to improve digital assets and support content.
Product Adoption: Drive feature adoption at scale by launching automated onboarding journeys, monitoring usage metrics for underutilized accounts, and deploying in-app guides, videos, and webinars.
Relationship Management: Cultivate digital-first relationships through community engagement, newsletters, and events while collecting and acting on sentiment and VoC data gathered via surveys and webinars.
Process and Operational Improvement: Collaborate with CS Ops to optimize systems, playbooks, and reporting while identifying improvements for lifecycle automation, segmentation logic, and customer journey mapping.
Internal Collaboration: Partner with Product, Marketing, and CS Ops to align campaign messaging, share customer insights to influence the product roadmap, and refine automated playbook triggers.
Metrics and Reporting: Maintain accurate data in Gainsight and CRM platforms to track scaled CS KPIs—such as campaign engagement and adoption scores—using these insights to iterate on customer programs with the Digital CS team.