Customer Success Associate (Poland)

Who We AreHaving 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 ExcitingAs 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 ManagementManage a high volume of customers using one-to-many communication strategiesSegment accounts and tailor engagement based on lifecycle stage and product usageMaintain visibility into portfolio health via CRM/CS toolsRenewals and RetentionMonitor churn risk through behavioral signals and health scoresDeploy automated renewal readiness campaigns and escalation workflowsCoordinate with Sales/Renewals on scaled renewal plays and messagingUpsell / ExpansionIdentify product-qualified leads (PQLs) and usage-based expansion opportunitiesTrigger in-app messages, emails, or nurture campaigns to promote expansionCollaborate with Sales to transition qualified opportunitiesCustomer Support EscalationGuide customers to the right support resources (self-serve or live)Triage and route issues when automation fails, escalating critical items as neededSurface common support themes to improve FAQs and contentProduct AdoptionBuild and launch onboarding journeys and adoption campaigns at scaleMonitor usage metrics and proactively engage underutilizing accountsLeverage in-app guides, videos, and webinars to drive feature adoptionRelationship ManagementCultivate digital relationships through community engagement, newsletters, and eventsRespond to customer inquiries and feedback via email, surveys, or webinarsCollect and act on sentiment and Voice of Customer (VoC) dataProcess and Operational ImprovementIdentify ways to improve lifecycle automation, segmentation logic, and engagement flowsWork with CS Ops to optimize systems, playbooks, and reportingContribute to process documentation and customer journey mappingInternal CollaborationPartner with Product and Marketing to align campaigns and messagingShare customer insights to influence roadmap and content prioritiesCollaborate with CS Ops on playbook triggers and system improvementsMetrics and ReportingPartner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption liftsMaintain accurate data in CRM and CS platforms (e.g., Gainsight)Use insights to iterate on customer programs and journeys with CX teamAttributes for a Successful Candidate 2+ years of experience in a customer-facing capacity1+ years program management experienceAbility to leverage digital tools (Gainsight, ChurnZero, HubSpot, etc.)Analytical mindset — comfort with data-driven decision-makingAnalytical Skills: Strong analytical, organizational, and data analysis skills; able to identify trends and summarize insightsExcellent written communication and content creation skills (playbooks, email campaigns)Knowledge of customer segmentation and lifecycle journeysTechnical Proficiency: Experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools is highly preferredAutonomous Worker: Ability to work independently and proactively with minimal directionAdaptable to an agile and remote working environmentMulti-lingual: German, Spanish strongly preferredOur Company ValuesCustomer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we doWin, together: Drive to be the best while supporting each other’s successGritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goalsPersonal improvement: Stay eager to share insights, seek feedback, and continuously learnConstant innovation: Challenge the status quo and drive improvementsPerks*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 lifeRemote and hybrid work options, plus lunch in the Cerritos officeComprehensive employee health coverage (all locations)401K with match (US) or pension with match (UK)Competitive compensation & bonus programFlexible Vacation (US exempt & CA) or 25 days (UK)Time off for your birthday & volunteeringEmployee resource groupsOpportunities for team and company-wide get-togethers!*perks may vary based on eligibility/locationPlease 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. #LI-Remote

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