Manager, Customer Success

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:

The Manager, Customer Success leads the global Customer Success function responsible for guiding our Governance, Risk, and Compliance (GRC) clients through their audit and compliance journey starting from onboarding to audit readiness, delivery collaboration, and renewal. The Manager is accountable for ensuring every client experiences a seamless, proactive, and value-driven audit process, while also building the systems, processes, and team capability needed to scale globally.

They act as both a player-coach by leading a team of Customer Success Managers while remaining hands-on with key client engagements, audit readiness, and internal process design.

Responsibilities:

• Leadership & Team Development
  • Lead, coach, and develop a global team of Customer Success Managers (CSMs) across regions, ensuring consistency in client experience, quality, and process adherence.
  • Set clear goals, KPIs, and development plans for team members, aligned with global Customer Success and Audit objectives.
  • Foster a culture of ownership, collaboration, and continuous learning by encouraging autonomy while providing strong support and guidance.
  • Lead recruitment, onboarding, and training of new CSMs to ensure team scalability and depth of expertise.
• Audit Partnership & Client Experience
  • Oversee the client experience across the full audit lifecycle starting from kickoff to readiness, through delivery, closeout, and renewal.
  • Act as an escalation and advisory point for complex client engagements and strategic accounts, maintaining visibility across regional portfolios.
  • Partner closely with Audit Delivery leadership to streamline collaboration, ensuring alignment on handovers, scope, client communication, and shared accountability for client satisfaction.
  • Drive consistency in client communication cadence, audit readiness expectations, and framework education (SOC 2, ISO 27001, HIPAA, GDPR).
  • Continue to lead select high-impact kickoff calls or renewals for strategic or complex clients to stay grounded in real-world client needs.
• Process Optimization, Systems & Global Strategy
  • Lead the end-to-end design, implementation, and continuous improvement of Customer Success processes and frameworks by ensuring global consistency, scalability, and operational excellence across onboarding, readiness, and renewal.
  • Own the optimization and automation of core workflows within HubSpot and Salesforce, driving data accuracy, visibility, and efficiency across the client lifecycle.
  • Partner cross-functionally with Operations, Audit Delivery, and Sales to standardize processes, clarify ownership, and strengthen collaboration throughout the audit journey.
  • Maintain strategic governance overall Customer Success system configurations, integrations, and reporting infrastructure by ensuring alignment with global Customer Success and Audit objectives.
  • Use data and automation strategically to identify inefficiencies, enhance client transparency, and deliver measurable improvements in team performance and client outcomes.
  • Develop and maintain global playbooks, knowledge bases, and metrics frameworks that underpin a unified approach to client experience, retention, and readiness performance.
• Growth, Retention & Expansion
  • Own team-wide retention and renewal targets, ensuring renewal readiness and timing across all active engagements.
  • Collaborate with Sales to drive expansion opportunities - identifying new frameworks, geographies, or service tiers for existing clients.
  • Analyze renewal and expansion revenue data trends to identify risk or opportunity segments and implement proactive strategies.
  • Develop commercial insights and recommendations to support global growth initiatives.
• Cross-Functional Collaboration & Leadership Influence
  • Serve as the key liaison between Customer Success, Audit Delivery, Operations, and Commercial teams to drive alignment across client lifecycle stages.
  • Represent the Customer Success function in global leadership discussions, ensuring the client voice and operational realities inform strategic decisions.
  • Partner with platform partners (Drata, Vanta, etc.) to maintain strong alignment and stay ahead of feature updates impacting client audit journey.
  • Influence and contribute to broader firmwide initiatives that enhance client experience, quality of service, and operational excellence.

Qualifications:

• Bachelor's degree or equivalent experience
• Proven experience leading a Customer Success, Client Partnership, or Client Services function, ideally within audit, compliance, professional services, or SaaS-based GRC environments
• Strong working knowledge of audit and compliance frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, and related standards
• Hands-on experience with GRC platforms such as Drata, Vanta, or similar tools, and a deep understanding of the end-to-end audit lifecycle
• Demonstrated success managing and developing high-performing Customer Success teams, including setting KPIs, coaching for performance, and scaling processes across regions
• Strategic, systems-oriented mindset with the ability to design, implement, and optimize scalable Customer Success processes while remaining hands-on with key clients and initiatives
• Strong operational and analytical skills, with experience leveraging CRM systems (Salesforce, HubSpot) and data to drive visibility, efficiency, and performance improvements
• Exceptional communication and stakeholder management skills, with the ability to influence and collaborate effectively across Audit Delivery, Operations, Sales, and executive leadership
• Proven ability to balance client advocacy with commercial outcomes, driving retention, renewals, and expansion in partnership with Sales
• Comfortable operating in a fast-paced, global environment, managing complexity, ambiguity, and change while maintaining a high standard of client experience

Compensation:

This role offers a competitive base salary along with a comprehensive benefits package. Salary ranges for U.S.-based positions are determined by geographic location and fall into one of three pay zones, which reflect the cost of labor in that area. The anticipated salary ranges for this position are outlined below and are subject to change:

• $86,232 - $176,792

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.