ZenGRC

Manage and nurture customer relationships to ensure satisfaction, retention, and value realization, collaborating with cross-functional teams to support customer success. | Experience in customer success or account management in SaaS or technical environments, strong technical aptitude, and understanding of GRC frameworks or similar compliance standards. | About ZenGRC! Founded in 2009, ZenGRC is a leading provider of governance, risk, and compliance (GRC) SaaS solutions, offering a robust product: ZenGRC. Recognized for its in-house GRC expertise, ZenGRC delivers Simply Powerful GRC solutions that guide organizations through compliance with ease and efficiency. ZenGRC stands out by offering a single price for comprehensive access to all modules and frameworks, ensuring users benefit from a seamless and cost-effective experience. Dedicated to simplifying GRC processes, ZenGRC continues to innovate and support organizations in achieving compliance and managing risk effectively. The Role As a Customer Success Manager (CSM), you’ll be the primary relationship owner and advocate for a portfolio of 30+ mid-market and enterprise customers. You’ll ensure long-term satisfaction, retention, and value realization across their lifecycle with ZenGRC. This is a strategic and consultative role—not an implementation role. You’ll collaborate closely with our Onboarding team to ensure a seamless handoff into steady-state management, then work to maximize customer success through proactive engagement, insights, and technical guidance. Because ZenGRC is a technical, data-driven product, success in this role requires strong technical acumen—you’ll need to understand how customers configure, integrate, and operationalize the platform to achieve their GRC goals. What You’ll Do Act as the trusted advisor and primary contact for a portfolio of 30+ customers. Build deep relationships with compliance, risk, security, and audit leaders. Partner with the Onboarding team to ensure successful customer transition and long-term adoption. Develop a strong understanding of each customer’s goals, workflows, and product setup to deliver measurable value. Monitor customer health, usage, and sentiment to identify risks early and proactively improve satisfaction and retention. Conduct executive business reviews (EBRs/QBRs) that highlight ROI, adoption trends, and future alignment. Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and resolve challenges quickly. Drive renewals through trusted relationships, transparent communication, and demonstrated customer outcomes. Maintain detailed documentation, account plans, and customer insights within internal systems (CRM + CS platform). Contribute to evolving Customer Success playbooks, metrics, and retention strategies. What You Bring 2+ years in Customer Success, Account Management, or Client Services in a SaaS or technical product environment. Proven ability to manage 30+ customer relationships simultaneously, with strong retention results. Demonstrated technical aptitude—comfortable navigating data-driven platforms, integrations, and workflow logic. Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to translate compliance concepts into actionable customer outcomes. Excellent communication and presentation skills; can influence both technical users and executive stakeholders. Analytical and problem-solving mindset; able to turn data into insight and action. Strong cross-functional collaboration skills (Product, Onboarding, Support, Sales). Bachelor’s degree required; CISA, CRISC, or CISSP certifications a plus. Candidates who have a deep understanding of our platform, ZenGRC, will be given strong preference. You’ll Thrive Here If You Are Empathetic, consultative, and customer-obsessed. Technically curious—you enjoy learning how complex tools solve real business problems. Organized, accountable, and skilled at balancing multiple priorities. Process-oriented with a bias toward continuous improvement. Motivated by helping customers achieve long-term success—not just short-term renewals. Why ZenGRC Join a mission-driven SaaS company reshaping how organizations approach GRC. Work directly with the VP of Customer Success and a high-performing team that strives for excellence in retention and customer outcomes. Collaborate on a technical, enterprise-grade platform that’s trusted by some of the world’s most recognized brands. Competitive pay, benefits, and opportunities for growth in a company that values autonomy and results. #LI-REMOTE Benefits (US-Based Employees) We are committed to the health and safety of our people. Our people are mostly working remotely, collaborating online, and connecting over video, as they continue to deliver high-quality technology solutions Competitive salary and equity (we want everyone to be a stakeholder) Full benefits (medical, dental, vision, wellness offerings, etc.) Unlimited PTO, paid sick days, 11 holidays Collaborating with smart coworkers who put customers first Equal Employment Opportunity Statement We value a diverse environment. ZenGRC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified. ZenGRC will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. All resumes submitted to ZenGRC will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly at talent@zengrc.com.

Lead and transform the customer success organization to drive retention, expansion, and customer advocacy with a proactive, metrics-driven approach. | 10+ years in Customer Success with 5+ years in senior leadership, experience in B2B SaaS, proven turnaround of CS organizations, expertise with CS platforms, and preferably experience in security, compliance, or GRC. | About ZenGRC! Founded in 2009, ZenGRC is a leading governance, risk, and compliance (GRC) SaaS solution provider, offering two robust products: ZenGRC and ZenGRC Pro. Recognized for its in-house GRC expertise, ZenGRC delivers Simply Powerful GRC solutions that guide organizations through compliance with ease and efficiency. ZenGRC stands out by offering a single price for comprehensive access to all modules and frameworks, ensuring users benefit from a seamless and cost-effective experience. Dedicated to simplifying GRC processes, ZenGRC continues to innovate and support organizations in achieving compliance and managing risk effectively. Transform Customer Success Into Revenue Growth Are you a proven CS leader who's turned around struggling organizations and delivered measurable results? At ZenGRC, we're seeking an experienced Vice President of Customer Success who has a track record of building world-class customer success organizations. This isn't a role for someone looking to learn - we need a battle-tested leader who's done it before and can show the results. The Opportunity As our Vice President of Customer Success, you'll own the entire post-sales customer journey and be directly accountable for retention, expansion, and customer advocacy. You'll inherit a team ready for transformation and have the mandate to build a proactive, metrics-driven organization that becomes our competitive advantage. What makes this role unique: Proven impact opportunity - Transform our CS function from reactive to proactive, with full executive support Clear success metrics - Drive us from the current state to <5% annual churn and 110%+ net revenue retention Build your vision - Implement the playbooks, tools, and team structure you know works Direct revenue impact - Own a significant portion of the company's revenue through renewals and expansions Strategic seat at the table - Report directly to executive leadership and shape company strategy Your mission: Transform our CS organization into a proactive, data-driven revenue engine Build scalable systems that spot customer risks 4-6 months before they become churn Unite the company around customer success by aligning Sales, Product, and Support teams Develop a high-performing team that delivers measurable business outcomes for customers Drive revenue growth through systematic expansion and advocacy programs Create repeatable excellence with documented playbooks that scale across all segments What we need to see - Your proven track record: Reduced churn by 40%+ through early warning systems and proactive intervention Achieved 110%+ net revenue retention by focusing teams on customer business outcomes Scaled CS operations - implemented platforms that increased team capacity by 10x Built winning teams with <10% voluntary turnover while exceeding all targets Transformed reactive organizations into proactive ones, preventing 70%+ of escalations Delivered measurable ROI - can point to specific P&L impact from your initiatives Led through data - improved team productivity by 50%+ through metrics-based coaching Your experience includes: 10+ years in Customer Success with 5+ years in senior leadership roles Proven turnaround experience - you've fixed broken CS organizations before Track record at B2B SaaS companies with $10M-$20M ARR Experience with enterprise and mid-market segments Deep expertise with CS platforms (Gainsight, ChurnZero, etc.) Experience in security, compliance, or GRC sectors (strong plus) You are someone who: Thinks in systems and processes, not just relationships Makes decisions based on data, not gut feeling Builds teams that outlast your tenure Speaks fluently with C-suite executives about business outcomes Can articulate exactly how you've delivered results in previous roles Thrives on accountability and measuring impact Compensation: $200,000 total compensation package, including base salary, performance bonus, and equity #LI-REMOTE Benefits (US-Based Employees) We are committed to the health and safety of our people. Our people are mostly working remote, collaborating online and connecting over video, as they continue to deliver high-quality technology solutions Competitive salary and equity (we want everyone to be a stakeholder) Full benefits (medical, dental, vision, 3% 401k match, wellness offerings, etc.) Unlimited PTO, paid sick days, 11 holidays Collaborating with smart coworkers that put customers first Equal Employment Opportunity Statement We value a diverse environment. ZenGRC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified. ZenGRC will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. All resumes submitted to ZenGRC will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly at talent@zengrc.com.