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VP of Customer Success at RegScale · globalremotely

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

Do you believe that maintaining compliance as a business should be affordable, transparent, and easy? If yes, then we have a critical position in an innovative startup disrupting the compliance industry for you! We are seeking a VP of Customer Success to own the overall health of our customer base—adoption, value recognition, renewals, and expansion. Reporting directly to the Chief Revenue Officer and operating within the Sales organization, you will be the executive accountable for turning customer outcomes into durable, growing revenue. This is a leadership role with a team of business and technical resources in place today.

As VP of Customer Success, you will own gross and net revenue and logo retention across RegScale's customer base. You will build and drive the expansion pipeline, partnering closely with Account Executives on the renewal motion and identifying upsell and cross-sell opportunities across a portfolio that includes Federal, SLED, International and F1000 accounts. You will be a subject matter expert in the GRC domain, translating customer compliance outcomes into commercial value, and you will help establish the processes, playbooks, and health metrics that allow the customer success function to scale with a fast-growing company.

Key Responsibilities

Own and drive GRR, NRR, and logo retention across the customer base
Ensure adoption by leveraging SME in the RegScale platform to ensure value recognition by the customer
Build and manage the expansion pipeline, surfacing and closing upsell and cross-sell opportunities
Partner with Account Executives on the renewal motion to protect and grow existing accounts
Manage the relationship with accounts, ensuring customers realize measurable value from the RegScale platform
Establish and monitor customer health metrics to identify risk early and prioritize resources against high-value accounts
Build the customer success playbooks, processes, and infrastructure needed to scale the function—and the team—as the business grows
Maintain and update the CRM with accurate account, renewal, and expansion detail across your portfolio
Serve as a GRC subject matter expert, educating customers on the RegScale approach and enabling internal resources with industry best practices
Partner cross-functionally with Sales, Product, and Services to align customer success strategy with company objectives

Required Skills

10+ years of experience in customer success, account management, or a related revenue-retention function, with a track record of owning NRR/GRR
History of becoming an expert in the Products and Solutions being sold and leveraging that expertise in a hands on fashion across the team and with customers
Demonstrated experience working with and expanding enterprise Fortune 1000 accounts
Proven experience scaling a customer success program at a growing company
Strong commercial orientation with direct ownership of renewals and expansion revenue
Excellent written and verbal communication with strong executive and interpersonal skills
Ability to manage a portfolio of complex enterprise relationships simultaneously

Preferred Skills

Experience in the GRC, compliance, or cybersecurity domain
Former GRC practitioner or experience selling to compliance, risk, and security buyers
Experience building a customer success function from an individual contributor into a team

Education/Qualifications