Customer Success Associate (Poland)
Who We Are
Having surpassed $200M 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 Pulse 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.
Key Responsibilities:
Account Management
Manage a high volume of customers using one-to-many communication strategies
Segment accounts and tailor engagement based on lifecycle stage and product usage
Maintain visibility into portfolio health via CRM/CS tools
Renewals and Retention
Monitor churn risk through behavioral signals and health scores
Deploy automated renewal readiness campaigns and escalation workflows
Coordinate with Sales/Renewals on scaled renewal plays and messaging
Upsell / Expansion
Identify product-qualified leads (PQLs) and usage-based expansion opportunities
Trigger in-app messages, emails, or nurture campaigns to promote expansion
Collaborate with Sales to transition qualified opportunities
Customer Support Escalation
Guide customers to the right support resources (self-serve or live)
Triage and route issues when automation fails, escalating critical items as needed
Surface common support themes to improve FAQs and content
Product Adoption
Build and launch onboarding journeys and adoption campaigns at scale
Monitor usage metrics and proactively engage underutilizing accounts
Leverage in-app guides, videos, and webinars to drive feature adoption
Relationship Management
Cultivate digital relationships through community engagement, newsletters, and events
Respond to customer inquiries and feedback via email, surveys, or webinars
Collect and act on sentiment and Voice of Customer (VoC) data
Process and Operational Improvement
Identify ways to improve lifecycle automation, segmentation logic, and engagement flows
Work with CS Ops to optimize systems, playbooks, and reporting
Contribute to process documentation and customer journey mapping
Internal Collaboration
Partner with Product and Marketing to align campaigns and messaging
Share customer insights to influence roadmap and content priorities
Collaborate with CS Ops on playbook triggers and system improvements
Metrics and Reporting
Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts
Maintain accurate data in CRM and CS platforms (e.g., Gainsight)
Use insights to iterate on customer programs and journeys with CX team
Attributes for a Successful Candidate
2+ years of experience in a customer-facing capacity
1+ years program management experience
Ability to leverage digital tools (Gainsight, ChurnZero, HubSpot, etc.)
Analytical mindset — comfort with data-driven decision-making
Analytical Skills: Strong analytical, organizational, and data analysis skills; able to identify trends and summarize insights
Excellent written communication and content creation skills (playbooks, email campaigns)
Knowledge of customer segmentation and lifecycle journeys
Technical Proficiency: Experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools is highly preferred
Autonomous Worker: Ability to work independently and proactively with minimal direction
Adaptable to an agile and remote working environment
Multi-lingual: German, Spanish strongly preferred
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.
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