ZenGRC

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.

Manage customer portfolio to ensure adoption, retention, and renewal by acting as strategic and technical advisor, collaborating cross-functionally, and identifying expansion opportunities. | 3-5 years in Customer Success or Technical Account Management in SaaS, experience with risk, audit, or compliance platforms, understanding of GRC frameworks, strong communication and project management skills. | 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. About the Role: At ZenGRC, our Technical Account Managers (TAMs) play a pivotal role in helping customers realize the full value of our platform while driving an exceptional post-sales experience that prioritizes retention, expansion, and advocacy. TAMs are strategic advisors who combine relationship management with the ability to navigate technical conversations, ensuring that customers, especially those in risk, audit, and compliance, drive meaningful outcomes throughout their journey with ZenGRC. This role is not about hands-on configuration or implementation work (we have a world-class Customer Solutions team for that). Instead, TAMs bridge the gap between business goals and technical capabilities, enabling customers to adopt and optimize ZenGRC with confidence. You’ll work closely with teams across Customer Support, Customer Solutions, Renewals, Product, and Engineering to deliver a unified customer experience anchored in measurable success. What You’ll Do Own the overall success and satisfaction of your customer portfolio—ensuring adoption, retention, and renewal outcomes. Serve as the primary strategic and technical point of contact for a portfolio of customers, building relationships and driving long-term satisfaction and retention. Partner with Customer Solutions Experts on onboarding plans and execution. Help customers translate their compliance, audit, or risk-related goals into actionable workflows using ZenGRC. Deliver a consistent cadence of value—whether through check-ins, roadmap reviews, or feature education. Guide customers through best practices, usage patterns, and onboarding milestones, working cross-functionally to resolve challenges. Build relationships with key customer stakeholders across Compliance, Risk, IT, and Security teams. Identify upsell and expansion opportunities, working alongside the Renewals Manager and product experts to grow ARR. Act as a voice of the customer internally by providing feedback to our Product and Engineering teams, influencing roadmap and prioritization. Monitor customer health signals and identify risks to proactively mitigate churn. What We’re Looking For 3–5 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or related SaaS roles. Strong understanding of software adoption, stakeholder management, and technical enablement. Experience supporting risk, audit, or compliance-related SaaS platforms. Exposure to GRC tools or frameworks like SOC 2, ISO 27001, NIST, or HIPAA. Ability to explain complex concepts simply—especially around workflows, integrations, and use case alignment. Strategic thinker who is comfortable advising customers at multiple levels of seniority, including InfoSec and Compliance leaders. Strong organizational and project management skills; able to manage competing priorities and deadlines. Experience integrating AI into your daily work while consistently looking for ways to improve existing workflows. Comfortable discussing technical concepts like APIs, integrations, and automation workflows, and translating them into customer outcomes. Ability to manage multiple customer accounts, prioritize proactively, and drive strategic conversations with confidence. Cross-functional collaborator—able to partner effectively with Product, Support, and Revenue teams. Bonus Points For: Experience collaborating with or supporting technical teams on product feedback. Familiarity with tools like Jira, Salesforce, Pendo, Metabase, or other integration-heavy platforms. Experience in a high-growth, fast-paced SaaS environment. #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.