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.

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.

• 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 Hub Spot 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…