Customer Success Manager

At Sensiba, we're more than just a Top 75 Accounting Firm - we're a purpose-driven organization committed to making a meaningful impact for our clients, our people, and our communities. Recognized as a Top Workplace USA, we're proud of our culture of exceptional employee engagement, collaboration, and continuous growth.

We help clients solve problems, navigate complexity, and build a foundation for sustainable success. Whether supporting fast-growing startups or established enterprises, we bring deep expertise and a people-first approach to every engagement.

In 2018, Sensiba became a certified B Corporation (B Corp) - a designation that reflects our commitment to using business as a force for good. This certification holds us accountable to high standards of social and environmental performance, transparency, and ethical governance. It's not just a badge - it's a reflection of how we operate, make decisions, and support our stakeholders.

Summary:

Are you a proactive, organized, and adept communicator? Join our Customer Success team for a pivotal role supporting the growth of our Governance, Risk & Compliance (GRC) Department, where attention to detail is crucial. We seek someone skilled in staying ahead of workloads, identifying proactive process improvements, and fearlessly engaging with customers and leadership. Collaborate with sales, marketing, customer success, and our audit team to ensure seamless processes align with firm objectives. Flourish in an environment valuing your contributions and fostering professional growth.

This is a fully remote position, and only candidates located in the Pacific Time Zone will be considered for this position at this time.

Responsibilities:

• Manage Post-Sales Processes:
  • Perform and meticulously track new client onboarding, including scheduling and overseeing project kickoffs for our Governance, Risk & Compliance Department.
  • Respond to client inquiries and manage closeout calls, ensuring a seamless transition to the next engagement.
  • Send timely renewal reminders and draft statements of work, tracking their lifecycle and following up with customers for unsigned documents.
  • Conduct end-of-project closeout calls, soliciting feedback, documenting details, and maintaining follow-up relationships through to the next engagement.
• Customer Service, Engagement, and Expansion:
  • Receive and respond to customer inquiries or issues, proactively following up on deliverables for and from our customers.
  • Follow up on billing invoices to ensure customers receive timely deliverables.
  • Proactively solicit and follow up on testimonials, reviews, and referrals.
  • Identify and position additional firm service offerings aligning with client initiatives.
• Project Management:
  • Work closely with administrative and audit staff in our project management solution (Monday.com) to oversee project status throughout its lifecycle.
  • Manage recurring project timelines and customer contact for re-engagement (renewals).
• Data Management, Communication, and Reporting:
  • Update and maintain Salesforce.com and Monday.com for accurate and up-to-date information.
  • Provide timely account and project status reports to internal management and customers.
  • Communicate effectively with customers via email, phone, and web-based conferences.
• Vendor Partner Relationships:
  • Develop and maintain close relationships with CSM peers on our related Partner teams, ensuring seamless service for shared customers.

Requirements:

• Minimum two years of customer success experience with a focus on continuous improvement.
• Experience in Governance, Risk & Compliance preferred.
• Enthusiastic team player with strong communication skills, adept at multitasking and daily reprioritization.
• Proven organizational and risk assessment abilities in a customer-facing environment.
• Experience driving initiatives for improved customer satisfaction.
• Background in risk assurance or professional services is advantageous.
• Familiarity with tools such as Monday.com, Box, CongaSign, and Salesforce is a plus.
• Adaptable to a fast-paced work environment, showcasing solid problem-solving skills.
• Self-confident, self-motivated, and proficient in common office software tools.
• Comprehensive understanding of delivering exceptional client service in a recurring revenue business model.

Compensation:

This role offers a competitive base salary along with a comprehensive benefits package. The anticipated base salary ranges for this position are outlined below and are subject to change:

• $85,000 - $95,000

When determining compensation, we consider a variety of factors such as a candidate's professional experience, skills, and qualifications. Please note that final offer amounts may vary from the ranges listed above and may be adjusted over time.

Benefits:

There are many reasons to join the Sensiba team: generous benefits, competitive compensation, professional advancement opportunities, and above all - our people. If you're looking for an environment that offers you growth, success, and professionalism without compromising your family, passions, and life outside of work, apply today!

Sensiba has a robust offering of benefits, including:

• Comprehensive Health Coverage - Medical, dental, and vision.
• Retirement & Financial Planning Support - 401(k) with match, financial wellness programs.
• Generous Paid Time Off - Vacation, sick time, holidays, and volunteer days.
• Flexible Work Arrangements - Hybrid or remote options, flexible hours.
• Performance-Based Bonus - Recognition for your contributions through discretionary bonuses.
• Professional Development Opportunities - Tuition reimbursement, certifications, mentorship.
• Career Growth & Internal Mobility - Clear paths for advancement and role transitions.
• Inclusive & Supportive Culture - DEI initiatives, employee resource groups, wellness programs.

At Sensiba, we believe that diversity drives innovation. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Sensiba complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Sensiba expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Sensiba employees to perform their job duties may result in discipline up to and including discharge.