Customer Success Manager

Customer Success Manager
GoAudits | Full-Time
About GoAudits
GoAudits isn't a startup still figuring out retention. It's a fast-growing, profitable, founder-led company trusted by 2,000+ brands and 30,000+ daily users across 97 countries. We help businesses run smarter audits and inspections, and our customers stay because the product genuinely works for them.
About the Role
We're hiring a Customer Success Manager to own the full post-sale customer relationship, from onboarding through renewal and expansion. This isn't a reactive, fire-fighting role. It's built for someone who treats a customer's success as their own, spots risks and opportunities before being asked, and wants real ownership over how their accounts grow.
What You'll Own
Onboarding & Activation: Guide new customers from signup to genuine day-to-day usage, delivering a first experience that sets the tone for the relationship.
Portfolio Management: Own a book of existing accounts end-to-end: health, adoption, renewal risk, and growth potential.
Retention & Expansion: Proactively identify upsell and cross-sell opportunities and defend against churn.
Needs-to-Feature Mapping: Understand each customer's workflow deeply enough to connect them to the right GoAudits features, not just the ones they already use.
Value Evaluations & QBRs: Run regular business reviews that demonstrate tangible ROI, not just a status check-in.
Voice of the Customer: Synthesize patterns from customer conversations into clear, actionable feedback for the product team.
Proactive Account Strategy: Bring customers ideas, best practices, and tailored suggestions rather than waiting for them to reach out.
Cross-Functional Partnership: Work closely with the technical/product team to relay feedback, troubleshoot issues, and help shape the roadmap.
Reporting & CRM Hygiene: Keep account data, health scores, and usage insights clean and current for accurate forecasting.
What We're Looking For
Proven experience in a customer-facing role (CSM, Account Management, or similar), ideally within SaaS or B2B software.
A demonstrated track record of retention and upsell/cross-sell success, measured in revenue outcomes rather than just relationship management.
Strong commercial and industry acumen: able to speak to a customer's business context, not just the product.
Excellent customer-facing communication skills: comfortable running a QBR, delivering a value story, and having a real conversation rather than a scripted check-in.
Tech-savvy, with familiarity in SaaS tools (CRMs, usage/analytics platforms, support tools).
High ownership and independence: you manage your book like it's your own business.
A strong team player, particularly in close collaboration with technical and product teams.
Genuine passion for customer satisfaction, not just process compliance.
How Success Is Measured
Net revenue retention / gross retention rate
Upsell and cross-sell revenue generated
Onboarding time-to-value and adoption metrics
Customer health scores and satisfaction (CSAT/NPS)
QBR / value-evaluation cadence and quality

Work arrangement
No