Director, Commercial Customer Success (Remote)

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

The Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers. This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention. The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale.

Key Responsibilities 

Strategy & Leadership

• Define and execute the customer success strategy for commercial and scale segments.

• Build and lead a high-performing team across named CSMs, pooled, and partner-led models.

• Partner with senior leadership to align on customer growth, retention, and expansion goals.

Customer Success Delivery

• Design scalable engagement models (partnering with digital experience team, pooled CSM coverage, webinars, communities).

• Ensure onboarding, adoption, and value realization across diverse customer portfolios.

• Establish frameworks for proactive risk management and churn reduction.

Operational Excellence

• Drive process standardization and automation to improve efficiency and consistency.

• Leverage data, telemetry, and health scoring to prioritize customer engagement.

• Develop and monitor KPIs across retention, product adoption, and customer satisfaction.

Cross-Functional Collaboration

• Partner with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes.

• Establish partner enablement and handoff processes for partner-led delivery.

• Provide customer insights to influence product roadmap and commercial strategy.

Programs & Innovation

• Scale digital touch programs, including success content, campaigns, and communities.

• Pilot new approaches for automation, AI-driven engagement, and customer education.

• Continuously evolve the scale CS playbook for global consistency and regional fit.

Attributes for a Successful Candidate

• Strategic planning and execution in a customer-facing function.

• Strong operational rigor with ability to design scalable programs.

• Data-driven decision making with proficiency in analytics tools (Gainsight, Salesforce, etc.).

• Excellent leadership, coaching, and team development skills.

• Customer-centric mindset with strong communication and relationship management abilities.

• Ability to influence cross-functionally and work effectively in a matrixed environment.

• Business acumen to balance customer value and company growth priorities.10+ years in Customer Success, Account Management, or related field, with at least 5 years in leadership roles.

• Proven experience managing commercial or mid-market customer segments at scale.

• Track record of building digital/scale CS programs and driving operational efficiencies.

• Experience leading distributed or global teams

• Familiarity with partner-led success motions a plus.

• Audit, Risk and Compliance experience a plus.

• SaaS or technology industry experience 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