Sensiba LLP · 4 days ago
Manager, Customer Success
United States
Full-time
Remote
Mid, Senior Level
$86K/yr - $177K/yrSensiba LLP is a purpose-driven organization committed to making a meaningful impact for clients, people, and communities. The Manager, Customer Success leads the global Customer Success function, ensuring clients experience a seamless audit process while developing team capabilities and optimizing processes for scalability.
FinanceTax Preparation
Responsibilities
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
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
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
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
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
Qualification
Required
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
Benefits
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.
Company
Sensiba LLP
Accounting & Business Consulting
Founded in 1977
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
E
Ernie Rossi III
Principal
G
Greg Brown
Partner
Recent News
2025-11-25
2025-10-01
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