Manager, Customer Success

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 Manager, Customer Success to lead a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This player-coach role oversees customer outcomes for an assigned segment (Commercial or Federal), serving as both a leader and a senior point of contact for escalations. You will set strategy, develop talent, and ensure our customers achieve adoption, retention, and measurable value from the RegScale platform.

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.

This position must be a US Citizen and is subject to a background check and unannounced drug testing requirements. The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices. Up to 25% travel to customer sites is anticipated.

Activities

• Manage, coach, and develop a team of CSMs and CSEs within an assigned segment (Commercial or Federal).
• Serve as the primary escalation point for customer accounts in your segment.
• Partner with Sales, Services, and Product to align customer success initiatives with company objectives.
• Establish and monitor KPIs for adoption, retention, renewal, and expansion across accounts.
• Lead customer-facing engagements such as Executive Business Reviews (EBRs), roadmap discussions, and escalations.
• Build scalable playbooks for proactive engagement and consistent support delivery.
• Represent the customer voice internally to drive product enhancements and process improvements.
• Collaborate with Support and Services to ensure smooth ticket resolution and project handoffs.

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.