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Senior Customer Success Manager

Boston, Massachusetts, United States; Knoxville, Tennessee, United States; Remote; Tysons, Virginia, United States

RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes. We help organizations break out of the slow and expensive realities that plague legacy GRC tools by bridging security, risk, and compliance through controls lifecycle management. By leveraging CCM, organizations experience massive process improvements like 90% faster certification times, and 60% less audit prep time. Today’s expansive security and compliance requirements can only be met with a modern, CCM based approach, and RegScale is the leader in that space.   

Position 

We are seeking a Senior Customer Success Manager to lead strategic relationships with our customers and ensure they realize measurable outcomes from their investment in RegScale. As a trusted advisor and advocate, you’ll work cross-functionally to drive adoption, renewals, and long-term customer value. You’ll serve as the voice of the customer internally while helping guide customers through the post-onboarding journey—driving adoption, ensuring retention, and identifying opportunities for growth.

This is a high-impact role for someone who thrives in a fast-paced startup, loves solving problems, and is passionate about making customers successful. If you're a relationship-builder who knows how to translate business goals into platform value, and you're ready to play a key role in shaping the future of GRC, then we’d love to meet you.

The position must be a US Citizen and is subject to a background check and unannounced drug testing. It is fully remote, with optional offices in Boston, Knoxville, or the DC area. Travel up to 30% may be required for onsite engagements.

Activities

  • Own the customer relationship for assigned accounts, serving as the primary point of contact for success planning, renewals, and advocacy.
  • Develop and maintain Success Plans that align RegScale capabilities to each customer’s goals, maturity, and use cases.
  • Monitor customer health using data and engagement insights and proactively manage customer health risks with mitigation plans.
  • Lead Executive Business Reviews (EBRs) and key stakeholder meetings to demonstrate value, showcase adoption, and strengthen relationships.
  • Stay closely engaged during onboarding, ensuring a smooth transition and continued momentum through adoption and early success. Act as a bridge to Services, Support and Product throughout the customer lifecycle.
  • Identify and drive expansion opportunities in collaboration with Sales and Services.
  • Serve as the voice of the customer to inform roadmap priorities, documentation, training, and process improvements.
  • Contribute to content development such as success playbooks, customer stories, and advocacy programs.

Required Skills

  • Strong customer-facing skills with the ability to earn trust and credibility with technical and business stakeholders.
  • Experience building relationships across multiple levels within complex customer environments.
  • Proven ability to manage large, strategic accounts and lead cross-functional initiatives to drive customer value.
  • Solid understanding of SaaS business models and familiarity with security, risk, or compliance domains.
  • Excellent communication and organizational skills; able to manage multiple priorities and deadlines.
  • Proficiency in tools like Salesforce, Jira, and collaboration platforms.

Education/Training, Qualifications, And Certification

  • 7+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS company.
  • Background in governance, risk, and compliance (GRC), cybersecurity, or enterprise SaaS delivery.
  • Experience managing C-level relationships and executive business reviews.
  • Familiarity with frameworks such as FedRAMP, NIST RMF, ISO 27001, or CMMC.
  • Bachelor’s degree required; advanced degree or relevant certifications (CSM, PMP, CISSP, etc.) a plus.

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